Quality Manager (BPO)

As a Quality Manager, you are a customer‑focused professional dedicated to strengthening customer loyalty. You act as the key link between the Cygnific cluster and Air France–KLM, ensuring smooth collaboration and alignment.

You translate product updates and new AFKL service concepts into the Cygnific organization and work with internal and external stakeholders to ensure all products meet operational and quality targets.

Additionally, the role is accountable for achieving key result areas (KRAs) by:

• Stakeholder / Account Management – Building and maintaining productive, collaborative relationships with key clients and stakeholders, with a strong focus on understanding their needs and translating them into actionable strategies within Cygnific’s framework.
• Quality Performance Management – Ensuring the achievement of Quality KPIs. This includes defining clear, measurable KPIs and ensuring they are well‑communicated throughout the organization.
• People Management – Overseeing the overall and individual performance and development of the team. The team consists of Quality Coordinators or similar roles who report to the Quality Manager either hierarchically or functionally.
• Quality Analyses – Delivering high‑quality analyses using Cygnific’s available tools, such as Interaction Analytics and Quality Analytics. Acting as the owner of all quality tooling within the Cygnific Group, ensuring optimal usage, continuous development, and alignment with business needs.
• Process Control & Continuous Improvement – Monitoring processes and procedures, identifying issues, taking corrective action, and proposing improvements to enhance efficiency and quality.

• Proven experience in quality management, performance management, or a similar leadership role within a call center or customer service environment
• Experience working in a commercial, service‑oriented organization, preferably within the travel, airline, or outsourcing industry
• Experience driving and executing Lean Six Sigma projects in a BPO environment
• Knowledge of COPC Quality Management and the ability to apply it in practice
• Senior‑level experience with quality and analytics tools (e.g., Interaction Analytics, Quality Analytics, Bumicom) and a solid understanding of reporting and KPI management
• Proven ability to build collaborative relationships with stakeholders, including L&D and Operations, to drive alignment and performance improvement
• Strong analytical skills with the ability to translate data into actionable insights and strategic recommendations
• Experience balancing performance priorities within financial frameworks
• Proficient in MS Office and familiar with customer service platforms, reporting tools, and call center technologies
• Higher professional education (HBO) or equivalent; an advanced degree in a relevant discipline is an advantage
• Fluent in written and spoken English; additional languages are an asset
• Able to travel internationally on a regular basis

• Coaching & Developing Others

• Building & Maintaining Relationships

• Analysis & Problem Solving

• Initiative

• Organisational Awareness

• Customer & Result Orientation

• Persuasiveness

• Concern for Excellence

Working with enthusiasm and commitment to achieve and maintain high quality standards, and setting ambitious performance expectations for oneself and others.