Fusion BPO

Fusion CX is seeking a dedicated Senior Quality Assurance Manager to lead our Quality Analyst team towards achieving excellence in service delivery. This role demands innovation, motivation, and a strategic approach to developing systems, processes, and team members to meet superior service levels consistently.

Job Description:

• Manage daily operations to align with client requirements, ensuring the delivery of quality audits and operational excellence.
• Implement and maintain a quality framework with scalable processes, tools, and systems for efficient monitoring and decision accuracy.
• Conduct root cause analyses, develop improvement plans, and collaborate with operations to enhance quality performance.
• Establish and govern quality processes with clients and operations, fostering effective communication and organizational alignment.
• Drive sensitive issue investigations, coordinating across functions for quality improvements and work process standardization.

Job Requirements:

• 7-10 years of experience in Quality Assurance initiatives, preferably covering US/UK/Australia geographies.
• At least 2 years in a managerial role, with a willingness to start as soon as possible.
• Six Sigma Green Belt certification in a Call Centre context is preferred.
• Proficiency in Excel and PowerPoint, with a deep understanding of quality metrics and their correlation to business metrics.
• Demonstrated ability to conduct Training Needs Identification (TNI), process reengineering, and FMEA analysis for change management.

Why Join Fusion CX

At Fusion CX, you’ll be part of a vibrant team dedicated to maintaining the highest standards of quality and innovation in customer service. We offer a dynamic work environment where your contributions are valued and where you can genuinely make a difference. As a Senior Quality Assurance Manager, you can bring your innovative ideas to life, mentor and develop your team, and work closely with clients to enhance operational processes. Join us to be at the forefront of quality assurance in the industry, driving initiatives that meet and exceed client expectations.