Senior Quality Assurance Manager

Senior Quality Assurance Manager – Athens Greece (Office Based)

TTEC, the customer experience organization that powers the world's greatest brands, is hiring a Senior QA Manager based in our Athens office. You will join the mission of transforming customer experience and bringing humanity to business.

The Senior Quality Manager oversees the strategic direction, leadership, and performance of the Quality department across the EMEA region. This role is responsible for driving regional quality initiatives, aligning with global strategies, and ensuring consistent delivery of client and business expectations across multiple sites and lines of business. The Senior Quality Manager acts as a senior partner to Operations, Learning & Development, and Client stakeholders, ensuring quality strategies directly support overall business goals.

What you will be doing:

•    Provide strategic leadership and oversight for all Quality functions across the EMEA region, ensuring consistency, scalability, and alignment with global initiatives.
•    Partner with senior Operations and L&D leaders to define, execute, and continuously refine the regional quality strategy.
•    Drive standardization of processes, calibration practices, and best practice sharing across sites and lines of business.
•    Lead the design and delivery of innovative quality policies and initiatives that elevate customer experience and operational efficiency.
•    Oversee regional reporting and analytics, using insights to influence strategy and performance management at both site and regional level.
•    Mentor and develop Quality Managers and Supervisors across EMEA, ensuring a strong leadership pipeline and effective succession planning.
•    Represent the EMEA Quality function in global and client-facing forums, ensuring the region’s voice and needs are clearly communicated and addressed.
•    Drive proactive identification and mitigation of risks related to quality delivery, client expectations, and compliance.
•    Build a high-performance, collaborative culture within the Quality organization, emphasizing engagement, innovation, and accountability.

Key Performance Objectives

1.    Achieve and exceed client and regional quality goals (e.g., CSAT, QA metrics, effort scores).
2.    Ensure alignment between EMEA Quality strategy and global account strategy, actively contributing to quarterly and annual business planning.
3.    Maintain strong and trusted client partnerships at senior levels through proactive communication, solution-oriented insights, and joint initiatives.
4.    Ensure Quality Manager and Supervisor teams across the region consistently deliver on operational and client expectations.
5.    Drive continuous improvement by leveraging analytics (Power BI, Qualtrics, etc.) to inform decision-making and influence operational outcomes.
6.    Ensure readiness and successful delivery of business reviews (WBRs, MBRs, QBRs) and other client-facing sessions
7.    Establish and maintain a strong succession planning framework to build future leadership capability within EMEA Quality.

What Skills you will need:

•    Extensive experience in quality leadership, preferably in a BPO or large-scale, multi-site environment.
•    Strong knowledge of customer experience metrics, quality methodologies, and operational alignment.
•    Excellent interpersonal and communication skills, with proven success in managing senior client relationships.
•    Advanced analytical and reporting capabilities with expertise in tools such as MS Office (Excel, Outlook, PowerPoint), Power BI, Oracle, and experience with Qualtrics or other automated quality monitoring platforms. 
•    Demonstrated ability to lead and influence across regions, cultures, and functions.
•    High level of integrity, judgment, and decision-making capability.
•    Strong problem-solving and action-planning skills in dynamic, fast-paced environments.
•    Proficient English, both written and verbal (additional European languages are an advantage). 
Preferred Leadership Skills and Education
•    Proven ability to inspire, develop, and retain senior managers and high-performing teams.
•    Demonstrated expertise in change management, strategic planning, and cross-functional leadership.
•    Strong emotional intelligence and ability to build inclusive, collaborative environments across diverse geographies.
•    Bachelor’s degree in Business Administration, Quality Management, or related field (Master’s preferred).
•    Relevant certifications such as Six Sigma, Lean Management, or similar highly valued.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

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