🚀 WE’RE HIRING | QUALITY MANAGER

📍 Lisbon, Portugal

💼 Quality Manager | Customer Experience & Contact Center Operations

Quality is more than checking a scorecard. It’s about understanding why things go wrong, turning data into action and creating a culture where teams continuously improve.

At Konecta Portugal, we are looking for an experienced Quality Manager to lead and strengthen our Quality function across our operations.

🎯 Your mission You will be responsible for driving the Quality strategy, ensuring operational excellence and transforming insights into measurable improvements across our customer operations.

🔍 What you’ll be doing • Lead and develop the Quality team • Define and monitor Quality KPIs, SLAs and performance standards • Analyse trends, root causes and operational gaps • Build and implement Quality improvement plans • Drive calibration sessions and ensure consistency across teams • Partner closely with Operations, Training, WFM and Talent Acquisition • Prepare and present Quality performance and insights to internal and client stakeholders • Support new projects, launches and transitions from a Quality perspective • Identify opportunities to improve processes and the overall customer experience • Promote a strong culture of continuous improvement and accountability

🧩 What we’re looking for • Previous experience in Quality Management, ideally within BPO, Contact Center or Customer Experience environments • Strong knowledge of Quality frameworks, performance management and root cause analysis • Experience managing and developing Quality teams • Strong analytical mindset with the ability to turn data into clear actions • Excellent stakeholder management and communication skills • Confidence presenting results and improvement plans to senior stakeholders and clients • Fluent English • Portuguese or additional European languages are a plus

✨ The person behind the CV We’re looking for someone who doesn’t just identify problems. We want someone who asks “Why is this happening?”, finds the answer and then brings the right people together to fix it. Someone comfortable with data, people, clients and change. Someone who can challenge, influence and improve.

📩 Interested? Apply directly or reach out to our Talent Acquisition team. Know someone who would be perfect for this challenge? Tag them or share this opportunity.

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