Quality & Operational Performance Manager

About the role

We are seeking a Quality & Operational Performance Manager to lead quality governance, KPI management and continuous improvement across our Sales, Onboarding, Customer Success and Support functions.

Key responsibilities

• Manage and oversee internal quality audit frameworks for all customer‑facing departments, ensuring compliance with SOPs, SLAs and client standards.
• Conduct root‑cause analysis on operational gaps, churn drivers, missed SLAs and process bottlenecks throughout the customer lifecycle.
• Own cross‑departmental KPI dashboards, track metrics such as sales conversion, onboarding time‑to‑value, CSAT, NPS, first‑contact resolution and SLA adherence, and report insights to executive management.
• Design and enforce corrective and preventive action (CAPA) plans to resolve recurring issues.
• Lead calibration sessions with leaders in Sales, Onboarding, Customer Success and Support to maintain consistent quality benchmarks.
• Mentor and coach team leaders using real‑time performance data to foster a results‑driven, continuous‑improvement culture.

Required profile

• 5+ years of experience in Quality Assurance, operational audit or performance management within SaaS, BPO or contact‑center environments.
• Proven ability to build quality and audit frameworks across the entire customer journey.
• Strong leadership skills with experience coaching team leaders and aligning cross‑functional teams.
• Data‑driven mindset with excellent analytical capabilities.
• Outstanding verbal and written communication, capable of executive stakeholder management.

Required skills

• Advanced proficiency in Excel and Google Sheets.
• Experience creating BI dashboards using Power BI or Tableau.
• Familiarity with CRM platforms.