Continuous Improvement & Quality Program Manager - Marketplace Experience

Harmonize and elevate operational quality across regional BPO operations, transforming the QA framework from an auditing function into an active, data-driven engine that predicts quality defects before they impact the customer. Bridge cross-border execution with regional strategy to build scalable quality processes that drive continuous improvement and customer satisfaction across hubs.

Responsibilities

Lead multi-hub quality strategy and audit strategy across BPO partner hubs; Execute continuous improvement by leading root-cause analyses and launching targeted improvement initiatives; Establish closed-loop quality frameworks feeding audit insights into recruitment profiling, onboarding curricula, and coaching; Drive regional calibration and consistency through cross-site calibration sessions with BPO leads and auditors; Partner cross-functionally with Regional Service Delivery Heads, Training leads, and external BPO operational managers; Drive independent data extraction and analysis using SQL to generate leading quality indicators

Requirements

3 to 5 years of Quality Operations experience in fast-paced, tech-driven environments; experience designing evaluation frameworks, running calibrations, and conducting root-cause analyses; Lean Six Sigma Yellow or Green Belt certification or formal methodology training; closed-loop quality vision and project management capability; vendor governance and risk modeling experience; experience using leading indicators to spot quality defects and auditing outsourced BPO performance; bilingual fluency in English and Spanish (C1/C2); independent SQL proficiency to write standalone queries to extract, merge, and clean raw datasets

Nice to have

PMP or equivalent certification; Portuguese proficiency; ability to integrate QA insights into coaching, recruitment profiling, and training programs