Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.
Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:
- Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
- Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
- Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
- Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
- Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
- Integrity. Integrity is standing up for what we believe is right and living by our highest values.
Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.
Don’t just take our word for it; experience the growth yourself!
If you don’t know where to start, check us out at www.enshored.com.
Job Overview
As a Quality Manager, you are the strategic leader responsible for the overall Quality Assurance framework across all programs or lines of business. You act as the primary point of contact for client leadership, ensuring that the quality strategy directly correlates with business objectives and operational KPIs. Your role is to drive the "big picture" quality roadmap, manage senior stakeholders, and mentor Quality Leads to ensure the delivery of high-impact business insights and performance stability.
Key Responsibilities
1. Strategic Leadership & People Management
- Organizational Leadership: Lead and mentor a team of Quality Leads, providing strategic direction and professional development for the entire Quality Department.
- Quality Roadmap Development: Design and implement the overarching Quality Strategy for the account, ensuring it aligns with global standards and client-specific business goals.
- Performance Accountability: Own the final performance results for the Quality organization, including audit accuracy, sampling compliance, and the effectiveness of "Path-to-Green" initiatives.
2. Strategic Stakeholder & Client Management
- Executive Business Reviews: Own and lead WBR, MBR, and QBR (Weekly/Monthly/Quarterly Business Review) sessions with client executives and internal leadership.
- Client Partnership: Act as the primary consultant for the client regarding policy changes, quality framework adjustments, and long-term process improvements.
- Strategic Alignment: Partner with the Operations Director and Training Director or Training Manager to ensure quality data is driving the account's broader performance strategy and training curricula.
3. Advanced Governance & Risk Management
- Systemic Root Cause Analysis (RCA): Oversee high-level "Defect and Trend Analysis" to identify systemic program risks, policy ambiguities, and industry-wide performance gaps.
- Governance Framework: Ensure the integrity of the "Audit the Auditor" (ATA) and calibration frameworks to eliminate bias and maintain high confidence in reported data.
- Compliance & Security: Serve as the final authority on quality compliance, ensuring 100% adherence to global legal and security protocols such as PCI-DSS, HIPAA, or GDPR.
4. Process Innovation & Continuous Improvement
- Change Management: Lead the implementation of new quality tools, automated auditing systems, or major policy overhauls across the organization.
- Financial Impact: Monitor and mitigate financial leakages or platform integrity risks through strategic process redesign.
Required Qualifications
- Education: Bachelor’s or College degree is standard.
- Experience: Typically 5+ years of Quality Assurance experience in a BPO setting, with at least 3 years in a management or leadership capacity.
- Technical Skills: Expertise in QA methodologies, Six Sigma, or COPC principles.
- Lean Six Sigma Green Certification is highly desirable, with a proven track record of applying DMAIC or Kaizen to improve account performance.
- Advanced data visualization skills to translate complex datasets into strategic "Executive Summaries".
- High Proficiency in Google Suite (Gmail, Sheets, Slides) and Microsoft Office.(Excel, PPT)
- Proficiency in Google Analytics and enterprise-level reporting tools.
- Program-specific skills required.
- Core Competencies:
- Language: Exceptional English communication skills (written and verbal) to represent the Quality department at the executive level.
- Stakeholder Management: Exceptional negotiation skills and the ability to influence C-level stakeholders through data-driven insights.
- Change Management: Proven ability to drive organizational change and process innovation through data.
About Enshored
Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.
At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.
