Associate Quality Manager

Position: Associate Quality Manager

Location: Lisbon, Portugal

Employment type: Full-time

Remuneration: Base salary.

**DUTIES AND RESPONSIBILITIES**:

- Establish and maintain Quality Management system for the account
- Implement Operational Excellence Tools (5S, RCA, Lean, Standard Work, Continuous Improvement, Six Sigma, Tiered Accountability & GEMBA)
- Work with the site team to achieve optimal results on efficiency and other operational key metrics (i.e. First Time Resolution, AHT, shrinkage, Utilization, Quality Alignment, RCA Alignment etc.) through gap analysis and process improvement projects
- Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement
- Drive ROI/Value Added approach by driving process improvements and business transformation
- Ensure Internal and External Quality metrics are being met
- Deliver high impact projects targeting financial gains or value additions to the customer through process optimizations
- Work with the site/client team in upholding compliance in all organizational standard procedures and policies (i.e. Model of Excellence, InfoSec, Physical Security, Visitor Processing, operational processes, business reviews, etc.)
- Be responsible for compliance in all contractual and regulatory requirements
- Train staff on Operational Excellence Tools & promote the culture of Kaizen
- Actively participate in all quality-related audits both internal and external
- Supervise the execution of transactional quality audits to position Transaction monitoring as a leading indicator of operational results and identify process improvement opportunities
- Analyze the current situation (As-is), identify improvement opportunities, and recommend measures (To-be) to re-engineer processes
- Act as a Change Agent and work closely with Operations to optimize Customer Value in multiple client engagements
- Liaise with the Process Heads/Client to Identify Opportunity Areas & Prepare and Implement Improvements
- Engage in problem-solving and developing innovative solutions.

**REQUIREMENTS**:

- Bachelor’s Degree (any discipline), with 7-10 years of overall experience
- At least 5 years of experience in Quality
- B2/C1 English
- Lean Six Sigma Green Belt training/certification preferable
- Experience with structured process improvement methodologies, including but not limited to Lean
- Internal Quality Auditor in ISO 9000/ISO 20000/ISO 27000 preferable
- Strong business acumen and the ability to develop and deliver rigorous financial analysis to quantify business case scenarios, options, and risks
- Demonstrate excellent communication skills; ability to present ideas and solutions in a logical and articulate manner with the self-confidence to work with Senior Executives
- Out of the box thinker to develop tools and processes for the best utilization of resources
- Ability to manage Internal and external clients; Strong conflict management skills
- Ability to manage a team of TLs and QAs
- Self-motivated Team player
- BPO companies experience is highly preferred
- Excellent skills in Excel/Quality Tools/Data Analysis/Analytical Skills/Reporting Amenable to work on a 24/7 shifting schedule, holidays, weekends, and rest days.

**OFFER**:

- Base salary above average (x 14months)
- Meal allowance (7,63€ per day worked, in meal card)
- Healthcare and Dental Insurance (since day one)
- Dynamic and creative team with a positive and friendly atmosphere
- Guidance and tools to reach your full potential.