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Quality Assurance Manager


To manage the Quality Assurance team ensuring that the activities of transaction evaluations, data analysis for customer satisfaction improvement, internal adherence to policies and procedures and action planning are consistent for all clients and leaders in Operations.

Hard skills
  • A minimum of 3 college education in Business Administration, Industrial Engineering, Systems Engineering or related field. B.A. degree in these areas (desired).
  • 1-3 years of experience on quality management, process engineering, total quality management, and/or Production management positions in the BPO industry (desired).
  • 3-5 years of experience in call center industry (desired).
  • Certified in Green Belt Six Sigma (desired).
Soft skills
  • Ability to analyze data using statistical and analytical tools.
  • Ability to engage into a process improvement using different techniques.
  • Ability to establish different projects.
  • Ability to implement statistical process control tools.
  • Ability to lead teams of varied roles towards action planning and execution
  • To ensure that the QA framework is functioning properly for Operations. Where appropriate, the Quality Assurance Manager advises on changes and their implementation and provides coaching, tools and techniques to enable others to achieve quality.
  • To ensure transactions in Operations are consistently evaluated to provide data results that serve as basis for Operations to execute the process management process.
  • To monitor and advise on the performance of the Quality Management system and produces data and report on performance, measuring against set indicators.
  • Support the actions towards compliance with internal and external standards adopted or implemented by Operations and SYKES.
  • To promote quality achievement and performance improvement throughout the organization by using and deploying different statistical methodologies, including lean six sigma methodology.
  • Work at Home.
  • Medical Insurance.
  • Educational Reimbursement.

Explore the benefits we have for you!

Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.


We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.