Director of Quality Assurance

Job description

About Randstad Enterprise

As the leading global talent solutions provider, Randstad Enterprise enables companies to create sustainable business value and agility by keeping people at the heart of their organizations.

Part of Randstad N.V., we combine unmatched talent data and market insights with smart technologies and deep people expertise.

Our integrated talent solutions — delivered by Randstad Advisory,
Randstad Sourceright and Randstad RiseSmart — help companies build skilled and agile workforces that move their businesses forward.

Randstad Enterprise supports some of the world's most renowned brands to build their talent acquisition and management models that not only meet their business needs today but also in the future.

We offer solutions in Europe, Middle East and Africa (EMEA) region, Asia Pacific (APAC) region as well as in North America (NAM) region.

This results in a digital way of working and requires a proactive mind-set.

● Our solutions know no limits, we have proven experience delivering market-leading MSP, RPO, Total Talent, and Services Procurement Solutions including technology, talent marketing, talent intelligence, and workforce consulting services.
● We create the best talent experience, from attraction to onboarding and onto ongoing career development, we understand the human and digital touchpoints that compel talent to join and stay with a company.
● We know where the talent of tomorrow is, how they behave, what they are looking for, and how to build their loyalty toward a specific company employer brand.
● We push the boundaries of our industry to be able to see around the corner for our clients, continually investing in innovation to stay ahead in our market.

As a

Senior Director of Operations ,

BPO/RPO Quality

you will have comprehensive operational and strategic accountability for the Quality Assurance function throughout our Google partnership.

This leadership position demands a forward-thinking approach, where you will be instrumental in conceptualizing, developing, and executing robust business plans, refined processes, innovative strategies, and essential skill development initiatives.

Your ultimate objective will be to significantly elevate the quality of our RPO and BPO services, fostering a partnership defined by excellence and continuous improvement.

In a highly consultative capacity, you will proactively identify, champion, and drive strategic initiatives designed to advance the delivery of services offered.

This includes, but is not limited to, optimizing existing workflows, implementing best practices, integrating new technologies, and fostering a culture of quality-first within the operational teams.

Your ability to translate strategic vision into actionable plans will be key to success.

Reporting directly to the VP of Operations, the Senior Director BPO/RPO Quality Operations will play a crucial supportive role for the VPs of both BPO and RPO functions.

Operating within a dynamic, matrix-based environment, you will provide critical support to ensure that each workstream consistently achieves its Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Beyond mere compliance, a key aspect of your role will involve the consistent identification and proactive flagging of opportunities for efficiency gains.

This includes analyzing performance data, conducting root cause analyses, and proposing solutions that not only resolve issues but also prevent recurrence, ultimately contributing to enhanced operational effectiveness and overall client satisfaction.

Duties and Responsibilities:
Strategic leader for Quality Assurance, acting as owner and driver of initiatives within Quality organization and SPOC for Quality in Global, account-wide initiatives
Analyzes Global Quality function by workstreams and regions, identifying larger trends and account risk, partnering with Senior Leadership to proactively identify, recommend and implement solutions.
Partner with L&D and Delivery Directors to use trend analysis to create joint action plans and incorporate learnings into both training and process innovations
Proactively identify opportunities to create efficiencies, add value and expand support provided
Responsible for partnering with Delivery on overall P&L including forecasts
Responsible for ensuring all teams meet SLAs and customer satisfaction targets
Develop content and lead presentations for business and partnership reviews both internally and externally.
Keep up to date on new/innovative methodologies needed to elevate current Quality Assurance offering to clients.
Coach and mentor direct reports in their development within a global team
Establish metrics, goals and expected performance levels for overall team productivity and provide feedback and coaching to direct reports where appropriate.
Provide training where necessary on the appropriate skills and techniques
Effectively manage and document performance and disciplinary actions as needed.

Position Requirements:
Basic qualifications include:
Bachelors Degree in Business Management, or related field or 8-10 + years of equivalent work experience required
7-10+ years of related Quality Assurance, BPO, Recruiting and operational leadership and demonstrated successes within a complex organization
5+ years of experience managing and directing professional Quality Assurance teams within a client service role

Preferred qualifications include:
MBA preferred in related field
PHR, SPHR, PMI or similar disciplines preferred
Experience managing a P&L, including forecasting
LEAD Six Sigma Certification
Ability to manage multiple teams or a single complex team; escalate conflicting priorities; influence team members and business leaders to successfully execute
Ability to negotiate agreements and/or reach consensus with all levels and positions within the organization
Superior consulting, leadership, management, interpersonal and mentoring skills
Detail oriented with a passion for quality, initiating system and process improvements
Management skills based on several years of experience preferably in a matrix based environment.

©Randstad Enterprise, Randstad RiseSmart & Randstad Sourceright are registered trademarks of Randstad N.V. We are committed to developing an inclusive and barrier-free recruitment process and work environment.

If you require any reasonable accommodations, please let our Internal Talent Acquisition team know.

Required Skill Profession

Operations Specialties Managers