This exciting, fast-paced role involves managing quality in a complex and dynamic program. The successful candidate will be highly experienced as a Quality Manager and will be responsible for managing and evolving a quality model to support program performance. The candidate will build, lead, manage, and develop a quality team to support program quality.  This is a prominent customer-facing role requiring a deep commitment to customer satisfaction, partnership,  and collaboration

Responsibilities: 

• Lead the strategic direction for quality on the program

• Lead and own the quality activities on a program that is active on a global scale 

• Lead and develop a team of quality and learning professionals to ensure the delivery of quality metrics align to  customer requirements and business objectives 

• Develop and own solutions to establish efficient and effective quality processes and streamline  existing processes 

• Participate and lead in the development of new quality processes and quality tools 

• Consistent and focused analysis and reporting of program progress, trends and achievements  

• Proactively monitor progress and risks, resolve issues and initiate corrective action as appropriate

• Customer facing from a quality and learning perspective - interacting, communicating and partnering in weekly  meetings, QBRs, written communication or any other formats as needed 

• Travel will be required for client and site visits

• Build effective relationships with internal and external stakeholders to ensure engagement and  alignment with quality strategies 

• Ensure the necessary support, interventions and education are in place to enable our global team of raters to deliver best results in line with program quality metrics 

• Responsible for quality and learning teams performance appraisals and team development  

• Interviewing, hiring & ensuring team members are inducted and trained to a high standard  

Essential Skills & Experience:

• 2+ years experience as a Quality Manager - Essential

• 1+ year experience in Human Relevance rating is preferred

• 5+ years experience in Team leadership and customer-facing experience 

• Bachelor’s degree in related field or equivalent work experience 

• Experience working in a fast-paced, customer-focused environment essential 

• Excellent leadership, interpersonal and listening skills 

• Excellent written and verbal communication skills and excellent presentation skills 

• A track record of partnering, internally and externally, in the development, implementation and  adoption of quality programs 

• Planning and project management skills 

• Strong data analysis skills 

• The ability to find ways of solving or pre-empting problems 

• The ability to adjust to frequent change with a high degree of initiative and drive

Core competencies:

• Leadership competencies

• Initiative and innovation

• Technical skills and embracing new technologies. 

• Customer relationship management.

• Effective communication skills

• Multicultural awareness

• Broad knowledge of adult learning and quality assurance methodologies 

• Knowledge of AI operations

• Ability to solve operational problems, recognizing the broader impact across the department

• Ability to influence others to adopt a different point of view

• Client and stakeholder management skills

• Analytical skills