Operations Manager Senior – Support & Quality Assurance

Twoja rola

The Senior Operations Manager – Support & Quality Assurance is responsible for leading the Support and QA teams to deliver exceptional service quality and operational performance. This role focuses on building high-performing teams, optimizing processes, and ensuring alignment with strategic business objectives. The position also includes direct coordination on technical matters with internal IT and external partners—most notably INETUM—to guarantee service continuity and resolve system-related issues effectively. 

Key Responsibilities:

1. Team & People Leadership

• Lead, mentor, and support team leads and senior staff within Support and QA.
• Set clear team objectives, conduct regular performance reviews, and foster continuous development.
• Oversee recruitment, onboarding, workforce planning, and career path.
• Cultivate a culture of accountability, engagement, and operational excellence.

2. Support Operations

• Ensure efficient, high-quality customer support across all channels.
• Manage ticket queues, SLAs, and case resolution workflows.
• Monitor and act on trends, root causes, and recurring issues to maintain and improve service levels. 
• Keep internal support documentation accurate, current, and accessible.

3. Quality Assurance

• Own and evolve the QA strategy, including testing methodologies and evaluation frameworks.
• Lead QA team members and ensure calibration, consistency, and fairness in quality scoring.
• Leverage QA findings to inform coaching, training, and procedural updates. 
• Align QA practices with changing customer expectations and business goals.

4. Process Optimization & Tools

• Analyze  end-to-end processes across Support and QA and improve working with all partners
• Standardize and document workflows; drive adoption across global teams.
• Lead initiatives that reduce inefficiencies and enhance service delivery through data-driven insights.
• Manage administration and usage of support platforms (e.g., Octane).
• Identify opportunities for system enhancements, automation, or tool upgrades.
• Oversee change management, ensuring smooth rollouts and adequate team training.

5. Reporting & Performance Monitoring

• Define and track KPIs such as CSAT, tools availability, QA pass rates, first response time, and backlog.
• Generate and present operational reports to senior leadership with actionable insights.
• Use data to forecast volume trends and plan team capacity accordingly.

6. Cross-Functional Collaboration

• Work closely with end-users in countries, It local Teams and central teams to ensure alignment and support.
• Participate in cross-team projects, product rollouts, and process changes.
• Ensure Support and QA are ready for product updates, policy shifts, or platform changes.

7. Compliance & Risk Management

• Ensure operations adhere to internal standards and external regulatory requirements.
• Lead audits, internal reviews, and implement improvements to mitigate risk exposure. 
• Maintain and evolve business continuity plans to safeguard support operations.

8. Technical Coordination with Internal and External Partners (INETUM)

• Serve as the main point of contact for technical issues impacting support tools and infrastructure.
• Collaborate with internal IT and external partner INETUM to manage system incidents, updates, and performance.
• Monitor third-party SLAs and drive accountability for resolution and uptime. 
• Ensure technical changes are well documented and that risk mitigation measures are in place.

10. Strategic Planning & Leadership

• Contribute to department strategy, budget planning, and resource forecasting.
• Drive initiatives to improve customer experience, scalability, and support effectiveness.
• Stay up to date with best practices and innovations in customer support and quality management.