Senior Quality Process Manager

Job Description

Role Overview: We are seeking a seasoned and dynamic Senior Manager – Transactional Quality to lead our quality operations for Customer Service in the Trust & Safety domain. This role demands a proactive leader with strong analytical capabilities, a deep understanding of quality processes, and the ability to drive impactful change across global teams and partners. Key Responsibilities: Lead a comprehensive and scalable quality evaluation framework to measure performance and improve decision accuracy across multiple customer service channels. Mentor and manage high-performing teams responsible for diverse workflows and global quality operations. Own quality KPIs and drive accountability for meeting and exceeding defined performance goals week over week. Analyze trends and root causes to identify top quality issues and implement corrective actions. Collaborate with internal teams and external vendor partners to implement systems that enable efficient monitoring and fast issue resolution. Drive actionable insights that enhance user experience and improve operational efficiency. Lead business reviews (WBRs, MBRs, QBRs) and maintain client communications, presenting performance narratives with clarity and data-backed analysis. Manage capacity planning and forecasting to ensure adequate resourcing in line with business requirements. Highlight operational bottlenecks with measurable impact to enable informed decision-making. Ensure continuous process improvement and lead strategic initiatives to optimize program operations. Qualifications & Experience: Minimum 15 years of experience in managing scalable quality operations, preferably in Customer Service, Trust & Safety , or related domains. Proven experience in leading both internal teams and external vendor partners to drive quality and performance improvements. Expertise in data-driven problem solving with strong analytical thinking. Adept at working in fast-paced, global environments with cross-functional stakeholders. Excellent verbal and written communication skills; ability to convey complex insights in a clear, concise manner. Strong organizational and project management skills with the ability to handle high-pressure situations. Demonstrated experience in process improvement and strategic planning at regional or global levels. Certifications: Quality certifications such as Lean Six Sigma, TQM, etc. Project Management certifications such as PMP, Prince2, etc. Show more Show less