Senior Manager – Quality Assurance & Continuous Improvement

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

Everise is seeking a highly analytical and results-driven Senior Manager - Quality Assurance & Continuous Improvement to lead strategic quality, operational excellence, and transformation initiatives across multiple client programs.

This leader will partner closely with Operations, Training, Clients, Client Services, and Executive Leadership to improve customer experience, quality performance, productivity, and financial outcomes. The role requires strong expertise in Lean Six Sigma methodologies, root cause analysis, process optimization, and contact center performance improvement.

The ideal candidate combines deep BPO operational knowledge with strong analytical capabilities and a proven ability to deliver measurable business results through continuous improvement initiatives.

Job Requirements:

Strategic Quality & Continuous Improvement Leadership

• Lead enterprise and client-level QA & CI initiatives across multiple programs.
• Drive operational excellence through Lean Six Sigma methodologies.
• Identify improvement opportunities impacting Various BPO KPIs:
  • NPS
  • CSAT
  • Quality Scores
  • FCR
  • AHT
  • Productivity
  • Cost Efficiency
• Establish governance and accountability frameworks to ensure sustainable performance improvements.
• Present business insights and recommendations to executive leadership and clients.

Operational Analytics & Business Insights

• Analyze large operational datasets to identify trends, risks, and opportunities.
• Build executive dashboards and performance scorecards.
• Quantify financial and operational impact of improvement initiatives.
• Conduct predictive and diagnostic analysis to support decision making.
• Develop business cases and ROI models for process improvement recommendations.

Root Cause Analysis & Process Excellence

• Lead structured RCA activities utilizing:
  • DMAIC
  • 5 Whys
  • Fishbone Analysis
  • Pareto Analysis
  • FMEA
  • Process Mapping
  • SIPOC
• Identify and eliminate process waste, inefficiencies, and performance variation.
• Drive corrective and preventive action plans across functional teams.
• Ensure action plans are implemented, tracked, and sustained.

Client & Program Performance Management

• Support client business reviews and strategic planning sessions.
• Partner with Operations leaders to improve customer experience metrics.
• Lead NPS recovery and performance improvement programs.
• Monitor emerging business risks and proactively recommend solutions.
• Provide executive-level recommendations during business reviews and client presentations.

Cross-Functional Leadership

• Collaborate with:
  • Operations
  • Quality
  • Training
  • Workforce Management
  • Talent Acquisition
  • Client Services
• Influence leaders across departments to execute improvement initiatives.
• Facilitate workshops, Kaizen events, and strategic problem-solving sessions.

People Leadership

• Lead and develop CI and QA professionals.
• Coach managers on Lean Six Sigma principles and data-driven decision making.
• Build continuous improvement capability across the organization.
• Mentor future leaders within the QA and CI organization.

Qualifications:

Experience

• 8-12+ years of experience in Contact Center, BPO, Customer Experience, Quality, Analytics, or Continuous Improvement environments.
• Minimum 4 years leading managers, CI teams, Quality teams, or operational excellence functions.
• Proven experience leading enterprise or multi-program improvement initiatives.
• Experience presenting to senior leaders and external clients.

Education

• Bachelor's Degree required.
• Degree in Business, Engineering, Operations Management, Statistics, Mathematics, Data Analytics, or related discipline preferred.

Certifications

Required

• Lean Six Sigma Black Belt

Strongly Preferred

• COPC Certification
• PMP Certification
• Operational Excellence Certifications

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.