Senior Director, Operations (BPO/RPO Quality)

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 demands a forward-thinking approach where you will conceptualize, develop, and execute robust business plans, refined processes, innovative strategies, and essential skill development initiatives to significantly elevate the quality of RPO and BPO services. Your ultimate objective will be to foster a partnership defined by excellence and continuous improvement. **Duties and Responsibilities:** - Act as a strategic leader for Quality Assurance, owning and driving initiatives within the Quality organization - Analyze the Global Quality function by workstreams and regions, identifying trends and account risks - Partner with L&D and Delivery Directors to create joint action plans based on trend analysis - Identify opportunities to create efficiencies, add value, and expand support provided - Ensure all teams meet SLAs and customer satisfaction targets - Develop content and lead presentations for business and partnership reviews - Keep up to date on new methodologies to elevate the current Quality Assurance offering to clients - Coach and mentor direct reports within a global team - Establish metrics, goals, and expected performance levels for team productivity - Provide training on necessary skills and techniques - Effectively manage and document performance and disciplinary actions as needed **Position Requirements:** - Bachelors 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 within a complex organization - 5+ years of experience managing professional Quality Assurance teams within a client service role - Preferred qualifications include MBA in related field, PHR, SPHR, PMI or similar disciplines, LEAD Six Sigma Certification, and experience managing a P&L - Ability to manage multiple teams or a single complex team, negotiate agreements, and reach consensus within the organization - Superior consulting, leadership, management, interpersonal, and mentoring skills - Detail-oriented with a passion for quality and initiating process improvements Randstad Enterprise, Randstad RiseSmart, and Randstad Sourceright are registered trademarks of Randstad N.V. The company is committed to developing an inclusive and barrier-free recruitment process and work environment. If you require any reasonable accommodations, please inform the Internal Talent Acquisition team.,