Quality and Customer Experience Sr. Manager

Summary Support Managers in decision-making and the execution of shared market strategies, working closely with the Quality Director in managing high-level strategic initiatives. Implement quality procedures defined in process standards and drive strategies that add value to both internal and external clients. Leverage data analysis and feedback to identify trends, make informed decisions, and ensure compliance with service level agreements (SLAs). Responsibilities Lead, monitor, and oversee the daily execution of quality processes, guiding Quality Managers across campaigns to ensure adherence to established methodologies and quality metrics. Conduct feedback sessions with managers and teams to enhance performance, ensure expectations are met, and translate recommendations into actionable improvements. Identify training needs for operational staff based on client requirements to strengthen the effectiveness of the quality department. Track and analyze quality control metrics, assess the effectiveness of implemented activities, and take corrective actions as needed to prevent process issues. Analyze reports to identify opportunities for improvement, perform root cause analyses, propose and implement improvement initiatives, and monitor outcomes. Collaborate with Managers and Coordinators to review quality requirements and operational metrics, contributing to continuous improvement plans. Conduct and review annual staff evaluations focused on quality-related competencies, supporting professional development and process improvement. Propose, develop, and execute innovation and automation initiatives that enhance process efficiency and ensure compliance with contractual quality standards. Education and Training Requirements Team Leadership Experience Minimum 3 years leading multidisciplinary teams in quality, operations, or continuous improvement areas. Applied Statistics Knowledge Proficiency in statistical tools for data analysis, quality control, and decision-making. Advanced use of Microsoft tools (Excel, Word, etc.). Six Sigma Certification or Experience Green Belt certification or higher preferred. Continuous Improvement Experience Proven experience with Lean, Kaizen, PDCA, or similar methodologies. Communication and Leadership Skills Strong ability to influence, motivate, and develop team members. BPO Operations Knowledge Experience in outsourcing environments, including performance metrics and quality management. Audit Experience Familiarity with internal and external audits and ISO standards (ISO 9001, ISO 27001, etc.). Digital Quality Tools Proficiency Experience with tools such as Minitab, Power BI, Tableau, etc. Change Management Experience Proven track record leading organizational transformation focused on quality. Agile Methodologies Knowledge of Scrum or Kanban within continuous improvement or operational environments. Specific Skills Experience in management-level service Negotiation with Directors and C-level executives Collaboration with Operations and Quality teams Change Management Strong communication skills Focus on global clients Experience managing managers (minimum 1 year) Experience in transformation projects Process Excellence / Quality Additional Information Vacancy aimed at: Manager-level positions and above English level: B2–C1 or higher Education: Bachelor’s or Engineering degree (completed) Certification: Verifiable Lean Six Sigma Green Belt or higher Work mode: On-site (CDMX) with availability for mobility Schedule: Monday to Friday, full-time

Location: Mexico City, Mexico, MX

Posted Date: 10/27/2025