Operational Quality Assurance Manager

About Emovis

At Emovis, we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity, high-quality motorways, we look to bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years of experience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies worldwide.

Our vision at Emovis is to partner with transport leaders worldwide to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA. As a result, we operate call centers, walk-in centers, and welcome centers throughout the United States.

Job Purpose

The Quality Assurance Manager reports to the Contract Manager and enhances quality assurance within customer service operations to deliver exceptional service. Essential duties include developing and implementing QA strategies, conducting audits, and managing QA analysts. The role is critical in identifying performance gaps, providing feedback, and fostering continuous improvement. It also ensures that all Standard Operating Procedures (SOPs) are effectively designed, implemented, and maintained to meet regulatory standards and enhance operational efficiency. The Quality Manager collaborates with cross-functional teams to implement process improvements, improve customer satisfaction, and update SOPs to reflect best practices.

Responsibilities

• Perform audits of various departments and functions, including payment processing transponder management and adherence to business rules.
• Verify that each CSR delivers a high level of customer service that complies with the project’s contractual objectives and established performance standards.
• Lead the QA team performing independent CSR service quality audits as the contract requires.
• Review and report on departmental reports related to productivity and overall performance.
• Design, develop, establish, maintain, and audit a comprehensive quality program for the project.
• Develop and implement a comprehensive Quality management Plan (QMP), associate Quality Management Systems and processes tailored to FTE's customer service operations.
• Coordinate, document, and oversee all internal activities and audits related to the daily performance of quality management functions.
• Ensure SOPs efficacy and timely updates to reflect any process changes.
• Facilitate identifying, collecting, analyzing, and using business process data.
• Measure program compliance with contractually established performance requirements (SLAs and KPIs).
• Produce quality performance reports and, along with the Operations Manager, determine actions needed to correct errors and prevent them from reoccurring.
• Lead operational continuous improvement initiatives and ensure execution both locally and at the group level.
• Establish and maintain quality-related documentation.
• Administrative duties and reporting (as needed) within CallMiner.
• Evaluate the organization’s policies and practices for suitability, adequacy, and effectiveness in meeting ongoing business requirements.
• May perform other duties as assigned.

Requirements

Education:

• Bachelor's degree from a four (4) year college or university in business or related field.
• Master's degree is a plus.
• Lean Six Sigma, Kazen and Lean Certification a plus.

Experience:

• Five (5) years of experience process improvement and methodologies.
• Five (5) years’ experience in quality assurance and quality control in a call center. environment involving financial transactions operations.
• Lean Six Sigma, Kazen or Lean (preferred).
• Three (3) years’ experience in a leadership role managing people and/or projects.
• Proficient in Spanish strongly preferred.

Travel:

• May travel to Texas location up to 25% of the time.

Physical Requirements/Demands

All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job.

While performing the duties for this job, the employee may be required/subjected to:

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling.
• Must be able to lift 15 pounds at a time.

Competencies

• Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill.
• Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals.
• Change - Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals.
• Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results.
• Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment.
• Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions.

Why Work with Us

Reward & Recognition

We look after our talented teams, from market-competitive salaries to performance-based bonuses and flexible benefits packages.

Be Part of Something Big

What's more exciting than being at the forefront of one of the fastest-changing industries? Join our team and make your mark on the new global economy.

Flexible Work Schedule

Where possible, we'll help you work when you need to, because life happens.

Everyone Has a Voice

Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected.

Room to Grow

Learning is built into every role here. You'll get mentorship and take ownership.

Make Your Move

Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof.

All-Inclusive

Be yourself. That's who we're hiring. Our culture celebrates and supports the difference that makes each of us unique. It's how we build better products for the world...and career growth for you.