About the role
The ideal candidate is an experienced leader who is passionate about raising the quality bar, building scalable audit frameworks, and coaching analysts to deliver consistent, data-driven insights that strengthen the Flex I&O operation. You will work closely with Program Managers, Team Managers, and cross-functional stakeholders to translate audit findings into actionable improvements.
Key job responsibilities
• Serve as a subject matter expert for quality assurance for the Flex I&O team, providing guidance and support to specialists
• Develop and maintain QA processes, methodologies, and best practices aligned with Flex I&O standards
• Establish and monitor quality metrics and KPIs to measure case accuracy, compliance trends, and training effectiveness across all queues and markets
• Conduct regular audits and calibration sessions to ensure consistent scoring, adherence to SOPs, translating findings into targeted training plans and process improvements
• Collaborate with Program Managers, Team Managers, and stakeholders to identify knowledge gaps, process changes, and training needs, and develop content to address them
• Manage personal workload and priorities to meet audit volume targets and training delivery schedules in a fast-paced environment
• Drive automation initiatives and implement tools to improve audit efficiency, training delivery, and reporting
• Report on quality metrics, training effectiveness, and trends to senior leadership, highlighting risk areas and recommending solutions
- 2+ years of people management experience
- Experience developing or managing quality assurance programs, audit frameworks, or root cause analysis to drive improvements
- Familiarity with process improvement methodologies (Lean, Kaizen, Six Sigma) or instructional design and e-learning platforms
- Bilingual (Spanish, Japanese, Portuguese, French)
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