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Head of operational excellence

São Paulo (SP)
Bebeeassurance
Tesoureiro
Anunciada dia 20 dezembro
Descrição

Senior Quality Assurance Manager
About the Role: We are seeking an experienced, strategic thinker to oversee the quality control process for our operations.
This is a high-visibility role that requires strong leadership and technical skills.
Scope of Responsibility
Leading a team of 30+ remote assistants in ensuring the highest standards of quality control.
Developing and implementing comprehensive QA systems, including quality criteria, checklists, and regular audits.
Directly reporting to the CEO on key performance indicators (KPIs).
Key Responsibilities

Quality System Development: Design and implement a robust QA system from scratch, incorporating best practices and industry benchmarks.
Hiring & Onboarding: Develop a structured hiring funnel, hire new assistants within 1-2 months, and create an effective onboarding program.
Automation & Technology: Collaborate with engineering to automate quality checks, develop clear requirements, test automation tools, and leverage AI and scripts for monitoring.
Team Management: Effectively distribute workload among assistants, track KPIs, handle escalations, and foster a motivated and collaborative team culture.

Requirements

Must-Have: 2+ years of experience managing operational teams, strong systems thinking, and discipline.
Technical competency: understanding of automation & quality monitoring, ability to write clear requirements, and experience with CRM and monitoring dashboards.
Experience: Previous experience in BPO / outsourcing or similar industries is highly valued.
Quality automation expertise is a significant advantage.

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