Quality & Operational Performance Manager

Job Summary

Were looking for a Quality & Operational Performance Manager to join our team at Bevatel.

Key Responsibilities:

Quality Governance & Auditing:

• Manage and oversee internal quality audit frameworks across Sales Onboarding Customer Success and Support.
  
• Ensure strict compliance with internal SOPs service level agreements (SLAs) and client quality standards across all customer-facing departments.
  
• Conduct Root Cause Analysis (RCA) on operational gaps churn drivers missed SLAs and process bottlenecks across the entire customer lifecycle.
  

KPI Management & Performance Tracking:

• Own and manage cross-departmental KPI dashboards and team performance trackers.
  
• Monitor critical performance metrics (Sales conversion rates Onboarding time-to-value CSAT NPS First Contact Resolution SLA adherence and response times) and report insights directly to executive management.
  
• Establish data-driven benchmarks and performance targets to elevate company-wide execution standards.
  

Continuous Improvement & Leadership:

• Design and enforce Corrective & Preventive Action (CAPA) plans to systematically resolve recurring operational issues.
  
• Lead cross-functional 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.
  
  

Requirements

Requirements:

• Experience: 5 years of experience in Quality Assurance (QA) operational audit or performance management (SaaS BPO or Contact Center environment required).
  
• Domain Expertise: Demonstrated experience building quality/audit frameworks across the entire customer journey (Sales Onboarding Customer Success and Support).
  
• Leadership Skills: Proven ability to drive operational excellence coach team leaders and manage cross-departmental alignment.
  
• Technical Proficiency: Advanced skills in Excel / Google Sheets BI dashboards (e.g. Power BI Tableau) and CRM platforms.
  
• Data-Driven Mindset: Strong analytical capability to translate complex operational metrics into actionable business solutions.
  
• Communication: Outstanding verbal and written communication skills with strong executive and stakeholder management abilities.
  

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