Director of Quality Assurance

Role Overview: As a Senior Director of Operations, BPO/RPO Quality at Randstad Enterprise, you will have comprehensive operational and strategic accountability for the Quality Assurance function throughout the Google partnership. Your role will involve conceptualizing, developing, and executing robust business plans, refined processes, innovative strategies, and essential skill development initiatives to significantly elevate the quality of RPO and BPO services, fostering a partnership defined by excellence and continuous improvement. Your ultimate objective will be to ensure a quality-first approach within the operational teams to enhance operational effectiveness and overall client satisfaction. Key Responsibilities: - Act as a strategic leader for Quality Assurance, owning and driving initiatives within the Quality organization and serving as the Single Point of Contact (SPOC) for Quality in Global, account-wide initiatives - Analyze the Global Quality function by workstreams and regions, identifying larger trends and account risks, partnering with Senior Leadership to proactively recommend and implement solutions - Partner with Learning & Development (L&D) and Delivery Directors to create joint action plans based on trend analysis and incorporate learnings into training and process innovations - Identify opportunities to create efficiencies, add value, and expand support, while ensuring all teams meet SLAs and customer satisfaction targets - Develop content and lead presentations for business and partnership reviews, both internally and externally, and keep up to date on new methodologies to elevate the Quality Assurance offering to clients - Coach and mentor direct reports within a global team, establish metrics, goals, and expected performance levels for overall team productivity, and provide feedback and coaching as necessary - Provide training on skills and techniques, manage and document performance and disciplinary actions as needed Qualifications Required: - Bachelor's Degree in Business Management or related field, or 8-10+ years of equivalent work experience - 7-10+ years of related Quality Assurance, BPO, Recruiting, and operational leadership experience with demonstrated successes within a complex organization - 5+ years of experience managing and directing professional Quality Assurance teams within a client service role - Preferred qualifications include an MBA in a related field, certifications in disciplines such as PHR, SPHR, PMI, LEAD Six Sigma Certification, and experience managing a P&L, including forecasting - Ability to manage multiple teams or a single complex team, negotiate agreements, influence team members and business leaders, and possess superior consulting, leadership, management, interpersonal, and mentoring skills (Note: Any additional details about the company have been omitted from the job description provided.),