Senior 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

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

• 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 delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus.

Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them.

Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 600 employees, representing 54 nationalities across Europe, the United States, and Asia.

We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences.

At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.