Quality Assurance Manager

About The Role

To thrive in this role, you’ll bring a strong blend of technical expertise, leadership, and a passion for continuous improvement. You are proactive, data-driven, and collaborative, with a deep understanding of quality assurance in a fast-paced environment.

• Analytical Mindset: You approach problems with logic and data. You’re skilled at interpreting complex datasets, identifying trends, and extracting actionable insights. You use evidence to inform decisions and continuously seek ways to improve processes through data-driven strategies.
• Excellent Communication Skills: You can clearly articulate quality standards, expectations, and feedback to diverse audiences—from frontline agents to senior leadership and clients. You’re confident in presenting findings, facilitating discussions, and driving alignment across teams.
• Detail-Oriented: You have a sharp eye for inconsistencies and errors, and you take pride in maintaining high standards. Whether reviewing audit results or refining SOPs, you ensure accuracy and completeness in everything you do.
• Strategic Thinking with a Hands-On Approach: You see the bigger picture and understand how quality impacts business outcomes. While you can design long-term strategies, you’re also comfortable rolling up your sleeves to implement solutions, troubleshoot issues, and support teams directly.
• Collaborative and Influential: You build strong relationships across departments and geographies. You’re able to influence without authority, foster alignment, and drive change through partnership and shared goals.
• Self-Motivated and Independent: You thrive in a remote work environment, managing your time effectively and staying focused without direct supervision. You take initiative, follow through on commitments, and proactively seek out opportunities to add value.
• Tech-Savvy and Innovation-Driven: You embrace technology as a tool for transformation. You’re comfortable working with AI, automation platforms, and quality monitoring tools, and you actively explore new solutions to enhance efficiency and scalability.
• Customer-Centric Mindset: You understand that quality is not just about internal standards—it’s about delivering exceptional experiences to clients and end-users. You advocate for the customer in every decision and ensure that quality practices reflect their needs and expectations.
  
  

Your profile

• 3+ years of experience in quality assurance or operations management, preferably within the BPO or customer service industry.
• Proven track record of implementing AI/automation in quality processes.
• Experience in leading cross-functional teams and managing quality programs across multiple clients.
• Strong background in performance coaching, training, and stakeholder engagement.
  
  

Why us?

• Fully Remote work based in Romania
• A competitive salary
• Flexible benefits
• Equipment provided
• Home office allowance
• Online Gym and Wellbeing Studio
• The opportunity for professional growth
• Fun company events and team outings
• Autonomy and Responsibility
  
  

About Us

Otonomee is an award-winning Customer Management Outsourcing business that delivers scalable, tech-driven, people-focused solutions. Leveraging our remote-first operating model, we optimize customer interactions, reduce costs, and increase efficiency. Our focus on remote work, automation, and data-driven insights makes us a next-generation partner for leading brands and scaling companies.

Founded in 2020 by Aidan and Hilary O’Shea, to disrupt the traditional “big city, big building” BPO model - Otonomee presents a nimble, bespoke service, that is not constrained by contact center capacity. We offer a fast, flexible, service that can ramp up anywhere, in response to market needs and can rapidly respond to seasonal or product driven demands.

Otonomee is better for People, Partners and the Planet – it’s a B Corp since Sept 2023 and was recently selected as an EY Entrepreneur of the Year finalist. In 4 years, Otonomee has grown to over 450 employees (23 nationalities) in Europe, USA & Asia.

Our clients are leading Irish and major US Tech & E-Commerce Customers, with complex global market needs, who value premium support for customers and clients.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow