Quality Improvement Manager

The Role:

Are you a bright, energetic and curious type, who wants to make a difference in this world? As the Quality Improvement Manager for Workforce Recruitment at CloudFactory, you will be based anywhere in the world, as part of our global team with operations in the US, UK, Nepal, and Kenya.

You’ll do the important work of designing, implementing, and continuously improving best-in-class processes and systems in Workforce Recruitment with the goal of creating a seamless recruiting experience for our recruiters, CloudWorkers, and stakeholders. You will be leading a team of Quality Analysts and working alongside the rest of the Workforce Recruitment team in hiring thousands of talented CloudWorkers across multiple countries to deliver data processing solutions in AI and automation for top technology companies. This is a role for a person who is passionate about both people, processes, and technology with a strong desire to “grow like bamboo” in your career with us.


The Responsibilities:

Develop standardized Workforce Recruitment KPIs and quality standards.
Design, create and roll outsmart, insightful dashboards tracking key recruiting metrics.
Collect, analyze, and present data at every stage of the recruitment process with the goal of discovering useful information, informing conclusions, supporting decision-making, and driving quality and process improvement initiatives.
Perform risk identification, assessment, and mitigation activities focusing on root cause analysis and preventive action.
Perform regular quality and process audits to ensure compliance with Workforce Recruitment quality standards and ISO principles.
Coordinate and deliver training, calibration sessions, and problem-solving workshops to share best practices and tackle business challenges.
Custodian of Workforce Recruitment knowledge database which includes process documents, risk register, dashboards, spreadsheets, and other recruitment data repositories.
Accountable for the growth and development of the Quality Improvement team – its Objectives and Key Results (OKRs) and performance of team members.
Partner with Delivery, Product, IT, Sales, and Customer Success stakeholders to identify challenges, best practices, and areas for continuous improvement in sourcing and recruiting productivity, throughput, and quality.


The Experience and Skills:

7+ years of relevant work experience in Quality Management, Business Process Management, and Project Management in a high-growth, multinational technology company.
3+ years of people leadership experience with a proven track record of training and mentoring dynamic high-performing teams across multiple countries.
Seasoned Project Manager (MBA or PM certification/s) with proven ability to successfully complete initiatives across cross-functional teams by utilizing project management methodologies such Agile, Scrum, etc.
Skilled in Business Process Management with hands-on experience in leading process design, implementation, and continuous improvement.
Skilled in data collection methods such as surveys, interviews, focus groups, experiments, etc.
Skilled in data analysis methods such as qualitative and quantitative analysis, statistical analysis, predictive modeling, etc.
Skilled in data visualization using Excel, Power BI, Google Chart, Data Studio, Tableau, Zoho Analytics, or other similar tools.
Adept at using various productivity and collaboration tools such as Google Workspace, Microsoft Office, ClickUp, Slack, Zoom, and other similar tools.
Business-level verbal and written English communication skills.
Strong ability to communicate complicated and nuanced insights in accessible language to relevant stakeholders.
High EQ (emotional intelligence) and CQ (cultural intelligence).
Familiarity with various Applicant Tracking Systems and HR databases.
International work/life experience or passion is a plus.

The Fit:

You resolve to own up to commitments and promises you have made by taking responsibility for the outcomes of your own actions and decisions.
You work effectively and inclusively with a range of people, both within and outside of the organization.
You show courage and confidence to speak up skillfully, challenging others even when confronted with resistance or unfamiliar circumstances.
You use information, insights, and knowledge in a structured way to identify options, make recommendations, and work towards resolving challenges.
You demonstrate determination, resourcefulness, and purpose to deliver the best results for the organization.
You lead by example, act with integrity, impartiality, and independence, balancing personal and organizational needs.
You proactively invest the time to build and maintain rich authentic relationships by meeting, encouraging, knowing, listening and empathizing with others at work


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About CloudFactory

CloudFactory is changing the way the world works by providing an on-demand, digital workforce for scaling critical business processes in the cloud. We’re also on a mission to create meaningful work for as many people as possible.