Senior Quality Manager

Location: Casanearshore 30, Casablanca, Morocco

Schedule: 5:00PM onwards

Job Level: Senior Manager

Reporting to: Senior Director

Direct Reports: Managers

Job Summary:

We are seeking an experienced Senior Manager – Quality to lead and drive the Quality function across diverse non-Telus BPO programs, including Financial Services, Healthcare, Travel, Technology, and other verticals. This role will be responsible for overseeing a team of Quality Managers and supporting the quality operations of 1500+ FTEs, ensuring best-in-class customer experience, process improvement, compliance, and operational excellence.

Key Responsibilities:

Leadership & Team Management:

* Lead, mentor, and manage a team of Quality Managers across multiple verticals and geographies.
* Drive performance accountability and career development within the Quality team.
* Foster a high-performance culture and continuous improvement mindset.

Strategic Quality Oversight:

* Design and implement a robust quality framework tailored for each vertical (Financial, Healthcare, Travel, Tech, etc.).
* Collaborate with Operations, Training, Compliance, and Client Teams to define quality goals and KPIs.
* Own and drive CSAT/NPS improvement strategies across programs.

Process Improvement & Analytics:

* Lead root cause analysis (RCA), trend analysis, and continuous improvement initiatives.
* Utilize insights from audits, VOC, and analytics to identify gaps and implement corrective/preventive actions.
* Implement Lean Six Sigma or similar methodologies to drive efficiency and consistency.

Client & Stakeholder Management:

* Serve as the Quality point of contact for client and internal leadership communications.
* Present regular updates, business reviews, and improvement plans to stakeholders.
* Customize quality reporting and dashboards per client requirements.

Compliance & Regulatory Adherence:

* Ensure compliance with industry-specific regulations and standards (HIPAA for Healthcare, PCI-DSS for Financial Services, etc.).
* Develop and maintain SOPs and QA guidelines in alignment with client and regulatory expectations.

Qualifications & Experience:

* Bachelor’s degree required; Master’s degree or MBA preferred.
* 10+ years of Quality experience in a BPO environment, with 3+ years in a senior leadership role.
* Proven experience managing large teams and supporting multi-vertical programs.
* Strong knowledge of BPO quality frameworks, RCA, Six Sigma, COPC, or similar methodologies.
* Exceptional stakeholder management and communication skills.
* Experience with Quality monitoring tools and BI/dashboarding platforms (e.g., Power BI, Tableau).