Job Title:

Training & Quality Manager

Job Description

Job Purpose

The Quality Manager will be responsible for developing, implementing, and maintaining comprehensive quality management systems across global consumer care operations. This role ensures service excellence, operational efficiency, and continuous improvement of consumer experience while adhering to JTI standards and industry best practices.

Key Responsibilities

Strategy Development and Implementation

Lead the development and execution of the global quality strategy aligned with the Global Outsourced Operating ModelDesign and implement quality frameworks across the three core pillars: quality of interactions, logging accuracy, and quality of processesEstablish and maintain quality standards, KPIs, and measurement methodologies across all consumer care channelsPartner with regional and global teams to ensure consistent quality implementation while supporting local market needs

Quality Process Management

Develop and optimize quality monitoring processesCreate and maintain quality dashboards and evaluation frameworks that align with business objectivesDesign and implement calibration programs to ensure consistency in quality evaluation across all locationsLead root cause analysis initiatives to identify systematic issues and develop corrective action plans

Performance Monitoring and Improvement

Conduct regular quality audits across all consumer care channels and locationsAnalyze quality metrics and trending data to identify areas for improvementDrive continuous improvement initiatives based on quality findings and consumer feedback

Training and Development

Collaborate with the Training team to develop quality-focused training materials and programsPotentially lead quality calibration sessions with team leaders and quality specialistsProvide coaching and guidance to operations teams on quality standards and best practicesCreate and maintain quality documentation, including standard operating procedures and best practice guides

Stakeholder Management

Partner with outsourced service providers to ensure alignment on quality standards and expectationsRegular reporting to senior management on quality performance and improvement initiativesCollaborate with other departments (Operations, Training, Technology) to drive quality improvements

Required Qualifications

Bachelor's degree or equivalent relevant work experience5+ years of experience in quality or operations management within a consumer service environmentStrong understanding of contact center operations and consumer service best practicesExperience with quality monitoring tools and systemsExcellent analytical and problem-solving skillsStrong project management capabilitiesOutstanding communication and presentation skillsFluency in English; additional languages are a plus

Preferred Qualifications

Six Sigma certification (Green Belt or higher)Experience with ISO 9001 quality management systemsKnowledge of COPC standardsExperience working with outsourced consumer service providersFamiliarity with consumer experience metrics

Key Competencies

Strategic thinking and planningData analysis and interpretationProcess improvement and optimizationChange managementCross-cultural communicationProblem-solving and decision-makingStakeholder management

This role requires occasional travel to regional sites and service provider locations for audits, training, and quality program implementation.

Location:

ROU Bucharest - 63-69 Dr. Iacob Felix Street

Language Requirements:

English (Required)

Time Type:

Full time

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