Vice President Quality - Domestic Business

Maximize Your Impact with TP

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a Great Place to Work certified in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

As the Vice President of Quality for domestic business, you will be the senior leader responsible for ensuring flawless service delivery and ironclad compliance across our portfolio of banking, financial services, insurance, telecom, retail, eCommerce, travel clients. This executive role demands a subject matter expert who can navigate the complexities of the domestic industry from the transactional quality, acting as both a strategic leader for our internal teams and a trusted advisor to our clients.

You will be empowered to design, implement, and enforce quality frameworks that not only meet contractual SLAS but also proactively address the stringent regulatory and security demands of the domestic business. This is a critical leadership position focused on mitigating risk, driving process excellence, and building unbreakable client trust within our most sensitive accounts.

The Responsibilities & Duties

• Develop and execute a comprehensive quality assurance strategy tailored specifically to the unique needs and risks of the domestic industry.
• Serve as the ultimate subject matter expert on quality and process improvement for all banking, financial services, insurance, telecom, travel, ecommerce, retail accounts.
• Drive the implementation of frameworks like Lean and Six Sigma, adapting them to optimize complex financial processes and ensuring all quality assurance processes are in strict adherence to industry regulations and data security standards
• Proactively identify, assess, and mitigate risks associated with service delivery in the BPO sector.
• Oversee internal and external audits, ensuring all operations are compliant and prepared for client and regulatory scrutiny.
• Build and maintain strategic relationships with senior client stakeholders, acting as a credible and expert partner on all quality and compliance matters.
• Translate complex regulatory requirements and client needs into clear, actionable quality initiatives for the operations teams.
• Lead executive business reviews, presenting data-driven insights on performance, risk posture, and continuous improvement opportunities.
• Lead a dedicated team of quality assurance professionals, fostering a culture of precision, accountability, and continuous learning.
• Define, monitor, and drive improvement for all key performance indicators (K PIs) relevant to the multi vertical, including FCR, CSAT, AHT, and compliance adherence rates.
• Manage the end-to-end employee lifecycle for the quality team, including hiring, coaching, and career development.
  
  

The Qualifications

• 18+ years of experience, with a significant portion in a quality assurance or operational excellence leadership role, specifically within the BPO/contact center industry.
• A minimum of 8-10 years of direct experience managing quality for domestic clients is essential. Six Sigma Black Belt or Master Black Belt certification is mandatory. Proven success delivering quality improvement projects using PDCA, Six Sigma, or Lean methodologies.
• Proven ability to lead, mentor, and develop large teams. Capable of planning, assigning work, and providing effective feedback to maximize performance.
• Excellent executive communication, presentation, and interpersonal skills, with the ability to confidently engage with senior-level clients.
• Advanced analytical skills with proficiency in using tools like Excel, and a strategic understanding of Power Bl or Tableau for creating business insights. A Bachelor's degree is required.
  
  

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Culture & Belonging

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

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