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Director of Quality Improvement and Analytics – Remote

411 Locals

This is a Full-time position in New York, NY posted December 29, 2021.

The Director of Quality, Improvement and Analytics (QIA) will own the oversight and responsibility for the organization’s quality assurance, performance improvement, data reporting and analytics across all business units.

The leader will proactively drive analysis and process improvements in a number of key operational areas to meet and exceed goals.

In addition to leading the Quality, Improvement and Analytics, it is expected the new leader will also provide the strategic vision for the function – exploring and incorporating industry best practices for shared services and global/enterprise business services organizations.

Scope & Key Responsibilities:

Responsible for:

  • Develop, manage, and motivate the QIA organization consisting of Managers, Associate Manager, Team Leaders, Subject Matter Experts, QA Agents, Reporting Agents, and additional administrative personnel.
  • Establish the necessary quality assurance measures through building on the current process checks to assure compliance with all business and customer requirements.
  • Analyze and measure operational and financial data to determine effectiveness of existing business processes and develop sustainable, repeatable and quantifiable business process improvements achieved via people, process or system enhancements
  • Develop an organization-wide quality and process improvement mindset based on data driven analytics to support business objectives that help scale the company to a globally efficient/effective growth company.
  • Drive a performance-based culture focused on setting measurable objectives, driving improvements to performance and process, embedding accountability, and delivering consistent feedback.
  • Partner with the executive team and senior management as a trusted advisor and partner by delivering actionable data, reports, analysis, and insights for recommended improvements to the organization.
  • Perform special projects and global projects, as assigned.

Additional Characteristics Necessary:

  • You have a minimum of 7+ years of progressively responsible experience in Quality, process improvement, reporting and data analytics.
  • You have at least 3+ years of leadership experience in a global organization, with global scope; ability and willingness to manage responsibilities with stakeholders across multiple time zones.
  • Experienced leadership background with deep knowledge of how to develop, lead teams and manage via influence and collaboration.
  • Strong background in designing and implementing process improvement programs at a global scale.
  • Experience with multiple analytics and data capture tools including demonstrable Speech Analytics
  • Preferred, SIx SIgma or other process improvement methodology certification
  • Preferred, extensive project management experience
  • Demonstrated ability to strike the right balance between speed/flexibility and process/compliance, and be highly analytical about leading a QIA function which ensures that the organization rigorously measures and analyses the right factors to drive success.
  • Ability to coach at all levels.
  • Able to inspire their team to excellence and have a passion for coaching and developing talent.
  • The individual should be a strong communicator and have the ability to build relationships with other senior leaders across the 411 Locals organization.
  • Some travel may be required as needed.

Common Responsibilities and Company Values:

Get Sh*t Done, Deliver Results, Own It!

  • Achieve results for the business and for customers.
  • Be accountable and action oriented.
  • Take ownership for identifying and creatively solving problems.
  • Know your numbers and manage them daily.

Directly Communicate, Fiercely Collaborate

  • Get to the point – be professional, direct, and efficient.
  • Lead with facts, actions, and solutions – not opinions and excuses
  • Work together to quickly, efficiently, and effectively solve issues and improve the business.
  • Passionately debate ideas to get to the best outcome and then once a decision has been made move forward together to make it successful as a cross-functional team.
  • Be open, transparent, and inclusive with both successes and challenges.

Innovate Always and in All Ways

  • Entrepreneurial to our core
  • Always be looking for new business opportunities and new ways to serve our customers.
  • Never satisfied with how things are currently and always look to make improvements.
  • Motivated by creating something from nothing or designing a new way to do something.

Domain Experts, Company Experts

  • Hunger for knowledge, personal growth, and passion for learning
  • Leverage existing true functional expertise and develop new functional expertise.
  • Develop a profound understanding of the company, internal and external customers, and markets to successfully apply domain expertise.

Growth: Customers, Company, People

  • Have a growth mindset for our customers, the company and ourselves.
  • Personal and people development plus building high performance teams are the foundation for future growth.
  • Plan and organize exponential growth, The world is too big for thinking small.
  • Profitable growth through diversification in products and channels for future stability
  • Approach each decision and each obstacle encountered with a focus on creating win, win, win outcomes for our customers, the company, and ourselves.

    “Everybody wins.”

Work Conditions

  • Work from home
  • Work hours: as per schedule, which may changes with advance notice.

    Presence before or after these work hours may be required based on business needs.

Travel is expected no more than 2 months per year.


  • Base salary (depending on experience)
  • Performance bonus