Job Description: The Quality Assurance Director is accountable for establishing a robust quality assurance department that ensures compliance with internal policies and procedures as well as client requirements. Responsibilities include overseeing call monitoring analysis processes, reviews findings, and communicating them to the executive level; ensuring compliance with client and company requirements. Key responsibilities also involve building quality assurance department structures to optimize resource allocation of the quality team and creating systems to measure and improve quality across the organization. The role requires intimate interaction and communication with clients' senior management to outline quality processes, value, and impact on their overall business. Additionally, the position involves overseeing client call calibrations, ensuring meeting minutes are recorded, client questions are addressed, and feedback is provided to executive leadership about findings, issues, or concerns. Furthermore, the role entails working with corporate audit staff to design, implement, and conduct office audits, personnel audits, and policy compliance audits. Decisions are made based on final audit reports, and the position requires maintaining senior leadership teams abreast of the company's overall quality performance in all industries, verticals, and lines of business. The Director must define, design, implement, and maintain strategic reports and databases that record and track all QA audits and specialized reports. Meetings with operational leadership are necessary to review QA performance and calibrate on opportunities. The position requires utilizing different technologies available to effectively audit Horatio's clients and any processes they require to monitor. Required Skills/Abilities: - 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 degree in Business. - 8+ years of experience in Quality Assurance, Auditing, or compliance-related activities in the BPO industry.