Quality Manager – Customer Experience & Contact Center

About the role

You will be responsible for driving the Quality strategy, ensuring operational excellence and transforming insights into measurable improvements across our customer operations.

Key responsibilities

• Lead and develop the Quality team
• Define and monitor Quality KPIs, SLAs and performance standards
• Analyse trends, root causes and operational gaps
• Build and implement Quality improvement plans
• Drive calibration sessions and ensure consistency across teams
• Partner closely with Operations, Training, WFM and Talent Acquisition
• Prepare and present Quality performance and insights to internal and client stakeholders
• Support new projects, launches and transitions from a Quality perspective
• Identify opportunities to improve processes and the overall customer experience
• Promote a strong culture of continuous improvement and accountability

Required profile

• Previous experience in Quality Management, ideally within BPO, Contact Center or Customer Experience environments
• Strong knowledge of Quality frameworks, performance management and root cause analysis
• Experience managing and developing Quality teams
• Strong analytical mindset with the ability to turn data into clear actions
• Excellent stakeholder management and communication skills
• Confidence presenting results and improvement plans to senior stakeholders and clients
• Fluent English
• Portuguese or additional European languages are a plus