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