Manager, Performance Excellence

Accountabilities:: Analyze quality and performance data to identify key performance drivers, trends, gaps, and opportunities for improvement. Lead and manage calibration sessions, ensuring quality analysts consistently meet or exceed the required client calibration threshold of 90%. Oversee the timely, accurate, and high-quality preparation of analyses, reports, and data visualizations aligned with project objectives. Communicate findings and recommendations effectively to business sponsors, executives, and relevant stakeholders. Structure data analysis and translate complex information into meaningful insights and practical analytical solutions. Recommend improvements to policies, procedures, and operational processes, identifying efficiencies and opportunities for continuous improvement. Identify performance trends and continuing education needs, and recommend appropriate development initiatives. Prepare program-level and agent-level performance reports, including statistical analysis and supporting documentation. Maintain accurate records of call performance, audit findings, and corrective actions where applicable. Monitor team compliance with quality standards using established audit procedures. Requirements: At least 5 years of professional experience in a quality leadership role or an equivalent position. Thorough understanding of quality management frameworks and quality assurance practices. Strong analytical and problem-solving skills, including the ability to identify root causes and develop actionable recommendations. Excellent written and verbal communication skills in English. Experience preparing and presenting project status reports, analytical findings, and executive briefings. Demonstrated ability to interpret complex information and summarize problems, trends, and insights in clear, concise reports. Proficiency in Microsoft Excel, Word, and PowerPoint. Strong organizational, time-management, and workload-management skills. A proactive, adaptable, and people-oriented approach, with the ability to work effectively in a changing environment and collaborate with stakeholders at different levels. Benefits: Regular full-time employment. Professional opportunity to lead quality assurance, performance analysis, and continuous improvement initiatives. Exposure to cross-functional collaboration with business stakeholders and executive teams. Opportunity to contribute to operational efficiency, quality standards, and employee development.