Overview
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support managers in the decision-making process and in general, throughout the shared strategy in the market, working hand in hand with the quality director in the management of high-level strategies, defined by him, implementing the quality procedures described in the process standards, as well as the strategies in order to add value to both internal and external clients, through the analysis of information and feedback, which allow identifying trends and making decisions regarding actions necessary to meet service level agreements.
responsibilities
* develop, control and direct the daily execution of quality processes, monitoring and supporting the quality managers of each campaign, guided by the work methodology established with the team to ensure compliance with quality metrics and operations.
* establish feedback sessions and improve with the manager and work teams to obtain a high-risk approximation on the analysis provided, ensuring, in turn, that what is related to expectations is granted, and making both the recommendations and the measures tangible.
* determine the training needs for the operational personnel based on the client\'s requirements to guarantee the effectiveness of the quality department.
* monitor quality control metrics by reviewing the implemented activities and their effectiveness within the operation to anticipate problems within the processes and take corrective measures.
* analyse reports, look for improvement opportunities, perform root cause and other analysis, propose activities to promote improvement, control implementations, and monitor again.
* review together with the manager and coordinators, the process of quality requirements along with the quality metrics provided by the operation to contribute to continuous improvement plans and ensure the implementation of the process in quality analysis. Collaborate with managers and coordinators, through internal meetings, regarding the requirements and quality process.
* perform and review annual staff evaluations, relative quality competencies to contribute to improvement plans within the processes.
* propose, develop and execute tangible innovation initiatives and process automation to guarantee support for the company\'s contractual requirements regarding quality issues of the operation.
specific education and training
1. 1. Team leadership experience
at least 3 years leading multidisciplinary teams in the areas of quality, operations, or continuous improvement.
2. 2. Solid knowledge of applied statistics
mastery of statistical tools for data analysis, quality control, and decision-making.
3. 3. Certification or proven experience in six sigma
green belt certification or higher is preferred.
4. 4. Experience in continuous improvement
implementation of methodologies such as lean, kaizen, pdca, etc.
5. 5. Communication and leadership skills
ability to influence, motivate, and develop talent within the team.
6. 6. Knowledge of bpo operations and processes
experience in process outsourcing environments, including performance metrics and quality management.
7. 7. Experience in internal and external audits
knowledge of iso standards (iso 9001, iso 27001, etc.).
8. 8. Proficiency in digital quality tools
such as minitab, power bi, tableau, jira, etc.
9. 9. Experience in change management
lead organisational transformation processes focused on quality.
10. 10. Knowledge of agile methodologies
scrum, kanban, for continuous improvement environments in operational areas.
11. 12. Formal education
bachelor\'s or an engineering degree completed
lss certification with a verifiable document from a green belt
location
this is a full-time, on-site job located in mexico city
at tp mexico, consistent with our diversity and inclusion policy, we guarantee that our talent attraction process is free of discrimination based on conditions such as biological sex, sexual orientation, gender identity and expression, ethnic origin, nationality, age, civil status, social condition, health status, religious beliefs, political doctrine, disability or any other protected by law, will not be an adverse reason to advance your career with us and if you decide to share this information it will be treated confidentially. At tp, we celebrate and value diversity.
seniority level
* mid-senior level
employment type
* full-time
job function
* quality assurance
* industries
* outsourcing and offshoring consulting
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mexico city metropolitan area 12 hours ago
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