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Operational Excellence Manager

hace 1 semana

Bogotá, Bogotá D.E., Colombia Kaizen Gaming A tiempo completo

At Kaizen Gaming, we strive for excellence in delivering exceptional customer experiences across Latin America. As a Quality Control Manager, you will play a pivotal role in driving quality improvements and ensuring top-notch customer support.

We are a dynamic team of over 2,700 Kaizeners from diverse backgrounds, united by our passion for innovation and commitment to excellence. Our diverse workforce spans three continents, and we take pride in being certified as one of the Best Workplaces in Europe and Great Place to Work globally.

The Quality Control Manager reports directly to the Senior Operations Manager and is responsible for overseeing the quality of CS, Sales, and Client Operations teams. This critical role ensures that Kaizen maintains its high standards of customer satisfaction across various markets.

Your key responsibilities as a Quality Control Manager will include:

  1. Identifying areas for improvement through KPIs and Root Cause Analysis (RCA) to drive performance towards excellence and achieve targets;
  2. Providing actionable insights to drive changes across the organization, focusing on customer experience enhancement;
  3. Analyzing departmental metrics to understand how team performance affects overall KPIs;
  4. Driving quality improvements for both internal and external customer satisfaction purposes;
  5. Implementing evaluation methods for internal processes;
  6. Tracking departmental metrics and data, ensuring clear communication of goals and KPIs within the team;
  7. Overseeing QC performance, measuring progress against targets and milestones;
  8. Participating in calibration sessions to maintain consistency in internal evaluations;
  9. Anticipating issues during process flows and building sustainable solutions by structuring themes and teams.

To succeed in this role, you will need to bring the following skills and qualifications:

  1. 3-5 years of experience in KPI management, quality benchmarks, customer journeys, and continuous improvement;
  2. Bachelor's degree in Business Administration, Operations Management, or a related field;
  3. Solid experience in managing, motivating, and developing high-performing individuals and large-scale, diverse teams;
  4. Expertise in developing and implementing operations strategies, processes, and structures;
  5. Familiarity with Process Management Softwares like JIRA, Confluence, etc.;
  6. Proficiency in Microsoft Office/G-Suite;
  7. Strong background in defining and tracking key performance indicators related to operational efficiency;
  8. Ability to analyze and interpret data to identify trends, patterns, and areas for improvement;
  9. Strong analytical and problem-solving skills combined with effective decision-making capability;
  10. Excellent organizational, communication, and interpersonal skills.