Quality and customer experience sr. manager - Chihuahua City - TP

    TP
    TP Chihuahua City

    hace 1 semana

    Descripción
    Quality and Customer Experience Sr.

    ManagerSummarySupport Managers in decision-making and the execution of shared market strategies, working closely with the Quality Director in managing high-level strategic initiatives.

    Implement quality procedures defined in process standards and drive strategies that add value to both internal and external clients.

    Leverage data analysis and feedback to identify trends, make informed decisions, and ensure compliance with service level agreements (SLAs).ResponsibilitiesLead, monitor, and oversee the daily execution of quality processes, guiding Quality Managers across campaigns to ensure adherence to established methodologies and quality metrics.

    Conduct feedback sessions with managers and teams to enhance performance, ensure expectations are met, and translate recommendations into actionable improvements.

    Identify training needs for operational staff based on client requirements to strengthen the effectiveness of the quality department.

    Track and analyze quality control metrics, assess the effectiveness of implemented activities, and take corrective actions as needed to prevent process issues.

    Analyze reports to identify opportunities for improvement, perform root cause analyses, propose and implement improvement initiatives, and monitor outcomes.
    Collaborate with Managers and Coordinators to review quality requirements and operational metrics, contributing to continuous improvement plans.
    Conduct and review annual staff evaluations focused on quality-related competencies, supporting professional development and process improvement.
    Propose, develop, and execute innovation and automation initiatives that enhance process efficiency and ensure compliance with contractual quality standards.
    Education and Training RequirementsTeam Leadership ExperienceMinimum 3 years leading multidisciplinary teams in quality, operations, or continuous improvement areas.
    Applied Statistics KnowledgeProficiency in statistical tools for data analysis, quality control, and decision-making.
    Advanced use of Microsoft tools (Excel, Word, etc.).Six Sigma Certification or ExperienceGreen Belt certification or higher preferred.
    Continuous Improvement ExperienceProven experience with Lean, Kaizen, PDCA, or similar methodologies.
    Communication and Leadership SkillsStrong ability to influence, motivate, and develop team members.
    BPO Operations KnowledgeExperience in outsourcing environments, including performance metrics and quality management.

    Audit ExperienceFamiliarity with internal and external audits and ISO standards (ISO 9001, ISO 27001, etc.).Digital Quality Tools ProficiencyExperience with tools such as Minitab, Power BI, Tableau, etc.

    Change Management ExperienceProven track record leading organizational transformation focused on quality.
    Agile MethodologiesKnowledge of Scrum or Kanban within continuous improvement or operational environments.
    Specific SkillsExperience in management-level serviceNegotiation with Directors and C-level executivesCollaboration with Operations and Quality teamsChange ManagementStrong communication skillsFocus on global clientsExperience managing managers (minimum 1 year)

    Experience in transformation projectsProcess Excellence / QualityAdditional InformationVacancy aimed at:
    Manager-level positions and aboveEnglish level:B2–C1 or higherEducation:Bachelor's or Engineering degree (completed)

    Certification:
    Verifiable Lean Six Sigma Green Belt or higherWork mode:On-site (CDMX) with availability for mobilitySchedule:Monday to Friday, full-time
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