Job Description Horatio Bogota, CO seeks a highly skilled Quality Assurance Director to lead our quality assurance department. Key Responsibilities: - Develop and implement a robust quality assurance strategy that aligns with company objectives. - Build and manage a high-performing quality assurance team to optimize resource allocation and drive quality improvement across the organization. - Collaborate with clients' senior management to outline quality processes, value, and impact on their overall business. - Oversee call monitoring analysis processes, review findings, and communicate proposed action plans to ensure compliance with client and company requirements. - Design, implement, and conduct office audits, personnel audits, and policy compliance audits, making decisions based on final audit reports. - Maintain senior leadership team abreast of the company's overall quality performance in all industries, verticals, and lines of business. - Define, design, implement, and maintain strategic reports and databases that record and track all QA audits and specialized reports. - Meet periodically with operational leadership to review QA performance and calibrate on opportunities. - Utilize different technologies available to effectively audit Horatio's clients and any processes they require to monitor. - Develop and maintain positive and professional relationships with senior management, peers, and subordinates. - Innovate and improve existing QA processes, procedures, and reports by working with the QA management team, QA reporting, and leaders from other areas. - Supervise Quality Assurance Management, establishing performance criteria for development and driving results. - Maintain quality assurance staff by recruiting, selecting, orienting, and training employees. - Accountable for all aspects of quality and compliance. Requirements: - Advanced near native English proficiency is required. - Outstanding communication and interpersonal skills (oral and written). - Proficient in G Suite. - Strong time management and emotional intelligence skills. - Good understanding of data analytics. - Ability to analyze quality data and apply process improvement methodologies. - Ability to work under pressure and multitask in a high-paced environment. - Ability to coach and develop personnel. - Knowledge of CRM and QA management systems; understanding of NPS and CSAT methodologies. Education and Experience: - Bachelor's (or equivalent) degree in Business. - 8+ years of experience in Quality Assurance, Auditing, or compliance-related activities in the BPO industry.