Total Quality Management Lead

• Develop and implement the organization's Total Quality Management (TQM) strategy and quality standards.
  
• Monitor and improve quality performance across all business units and client accounts.
  
• Lead quality assurance, process improvement, and compliance initiatives to enhance operational performance.
  
• Analyze quality metrics, identify trends, and implement corrective and preventive actions.
  
• Conduct quality audits and ensure compliance with client requirements, regulatory standards, and internal policies.
  
• Collaborate with Operations, Training, Workforce Management, and HR to improve service quality and employee performance.
  
• Drive continuous improvement initiatives using quality management methodologies and best practices.
  
• Prepare and present quality performance reports, insights, and recommendations to management.
  
• Lead root cause analysis and implement solutions to improve customer experience and operational efficiency.
  
• Promote a culture of quality, accountability, and continuous improvement across the organization.
  

Requirements

• Bachelor's degree in Business Administration, Quality Management, Industrial Engineering, Operations Management, or a related field.
  
• Professional certifications such as ISO 9001 Lead Auditor, Lean Six Sigma (Green Belt/Black Belt), or other quality management certifications are an advantage.
  
• Minimum of 5 years of experience in Quality Assurance, Quality Management, or Continuous Improvement, with at least 2 years in a leadership role within a BPO or contact center environment.
  
• Strong knowledge of Quality Management Systems (QMS), process improvement methodologies, and performance management.
  
• Experience conducting quality audits, root cause analysis, and implementing corrective actions.
  
• Strong analytical, problem-solving, and data interpretation skills.
  
• Excellent leadership, communication, coaching, and stakeholder management skills.
  
• Proficiency in Microsoft Office Suite, quality reporting tools, and business intelligence platforms