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Quality and Training Director
2 months ago
Job Summary:
The Quality and Training Regional Lead is a critical role within our Operations division, reporting directly to the Global Head of Quality Management. This executive position is responsible for ensuring and enhancing the quality of services and processes within their region.
Key Responsibilities:
- Develop and implement quality management strategies to drive continuous improvement initiatives.
- Oversee quality assurance processes and collaborate with cross-functional teams to establish and maintain Operations quality standards.
- Monitor and measure customer satisfaction levels, identifying areas for improvement and implementing initiatives aligned with the Group quality strategy.
- Conduct regular audits to assess adherence to quality standards and identify areas for improvement.
- Establish a quality certification strategy for the region and plan, implement, and monitor quality assurance processes to ensure compliance with standards and regulations.
- Develop and maintain a sustainable complaints management process and analyze customer feedback to identify opportunities for improvement.
- Assess best practices, address training needs, and support the roll-out of training programs to enhance the understanding and application of quality standards.
Requirements:
- Strong knowledge in quality and training environment.
- Fluency in English.
- Ability to interact easily with senior management and clearly articulate your position.
- Ability to multitask and work remotely in an international environment.
