• As our new Assistant Manager – Quality you will lead the creation, implementation, and maintenance of a Total Quality Management system and culture. You will manage our company’s quality systems aiming for achieving no deviations and continuously improving service quality. Coordinating a systematic QA framework and directing our QA initiatives designed to ensure a high-quality and consistent customer experience is key.


  • Lead and develop the Quality management culture and practice
  • Team management – managing a Team of Quality Evaluators and Team Leaders for aligned processes
  • Act as the representative of the company in all matters related to Quality Management
  • Analyze different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels
  • Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management
  • Lead all elements of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships
  • Analyze and report trends in Agents/Process performance
  • Participate in quality systems improvement activities using six sigma methodologies
  • Bring insights and innovation ideas from QA perspective and help our operations team
  • standardize work process and procedures – push initiatives to improve transaction Quality through new quality tools and motivational levers
  • Detailed and relevant daily/weekly/monthly reporting that can provide sound data for efficient improvement decisions
  • Identify bottom quartile factors and team players and steps to improve them
  • Design, implement and monitor Quality corrective action plans when required
  • Liaise with key stakeholders – internal & clients – for alignment and improved Quality results


  • Min. 1-2 years’ experience in a similar role with direct people management exposure (in BPO industry), and min. 3 years’ experience in Quality environments
  • Travel/ Airlines domain experience is a strong advantage but not mandatory
  • Well versed with travel domain knowledge & MS Office (Excel, Word and PPT mandatory)
  • Sound feedback and coaching skills
  • Strong supervisory skills with an eye for detail. Result Oriented.
  • Excellent written and verbal communication skills, fluent in English (mandatory), knowledge of German or French is a strong advantage
  • Organized and Methodical, Target and deadline driven
  • Knowledge of QC tools
  • We Offer
  • Competitive salary package and benefits
  • Career growth opportunities within an international developing team, part of a global BPO player
  • Friendly work atmosphere – work from home / office

If interested, please share your CV at iuliana@euroasiarecruiting.com.