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Chief Quality Assurance Officer

2 weeks ago

Manama, Manama, Bahrain beBee Careers Full time
Job Summary:
We are seeking a seasoned Quality Assurance professional to lead the development and implementation of quality assurance initiatives, ensuring operational efficiency and high service quality.

About the Role:
This position is critical for driving quality excellence across our operations, requiring strong analytical and problem-solving skills, as well as effective communication and interpersonal abilities.

Main Responsibilities:
  1. Quality Strategy Development: Develop a comprehensive quality assurance strategy that aligns with organizational goals and client requirements.
  2. Monitoring and Evaluation: Oversee the monitoring of service delivery processes, conducting regular evaluations and audits to ensure compliance with established quality standards.
  3. Data Analysis: Analyze quality performance metrics and trends, preparing detailed reports to inform decision-making and drive continuous improvement initiatives.
  4. Team Leadership: Lead and mentor the quality assurance team, fostering a culture of quality and accountability throughout the organization.
  5. Feedback and Improvement: Provide constructive feedback and coaching to employees based on quality assessments, collaborating with training teams to address skill gaps.
  6. Process Enhancement: Identify opportunities for process improvements and implement best practices to enhance service quality and operational efficiency.
  7. Client Liaison: Serve as the primary point of contact for quality-related client inquiries, addressing concerns and ensuring alignment with client expectations.
  8. Compliance Assurance: Ensure adherence to regulatory and industry standards, conducting regular compliance audits and implementing corrective actions as necessary.
  9. Stakeholder Collaboration: Work closely with cross-functional teams to drive quality initiatives and improvements.
Requirements:
  1. Bachelor's degree in business administration, Quality Management, or a related field; master's degree is a plus.
  2. Proven experience in quality management, preferably within the BPO industry, with a minimum of 3 years in a leadership role.
  3. Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
  4. Excellent communication and interpersonal skills, capable of engaging effectively with all levels of staff and clients.
  5. Familiarity with quality management frameworks (e.g., Six Sigma, ISO, CMMI) and quality assurance tools.
  6. Fluency in English language.