Quality Program Manager

Lenovo is looking for a a new team player to join our Customer Engagement Centre in SSG (Services and Solutions Group)!

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers stronger preference for sustainability services. You will be reporting to ourCEC Vendor Management Lead.

Responsibilities:

• Own and manage the Europe-META CEC quality assurance program, ensuring it aligns with COPC CX standards and focuses on key quality KPIs, rigorous process adherence, and ongoing monitoring for all customer interactions.
• Lead the implementation of comprehensive quality monitoring initiatives - including call listening/evaluations, mystery shopping, and end-to-end customer journey mapping - across all CEC org.
• Drive corrective action plans through to completion, using structured problem-solving (e.g. root cause analysis, Lean/Six Sigma) to ensure sustainable fixes and prevent recurrence.
• Standardize CEC agent scripts and knowledge base guidelines to ensure proactive, consistent, and customer-centric communications across all touchpoints.
• Work with the training team to ensure agents adhere to approved scripts and communication best practices, enhancing clarity and empathy in customer interactions.
• Develop and roll out an omni-channel quality program covering all support channels, with unified quality criteria and evaluations.
• Integrate advanced analytics and AI-driven tools into the QA process to improve coverage and insight.
• Actively participate in CEC agent hiring and onboarding processes, focusing on evaluating candidates soft skills, language proficiency, and cultural fit with a quality-centric organization.

Requirements:

• 3-5 years of experience in quality, process, or program management within a customer-facing environment (ideally in a contact center).
• A proven track record of driving continuous improvement in service quality is essential, and experience with recognized industry frameworks (such as COPC CX Standards) is highly advantageous.
• Strong analytical and problem-solving skills, including expertise in data analysis, root cause analysis, and proficiency with continuous improvement methodologies (e.g. Lean Six Sigma).
• Ability to dissect performance data and customer feedback to drive fact-based decisions.
• Familiarity with modern CX analytics and quality monitoring tools, experience with AI-driven QA tools is a plus
• Ability to manage critical situations calmly and effectively, working independently and with clear prioritization of tasks, demonstrating resilience and agility in a fast-paced environment.
• Capable of conveying quality findings, reports, and recommendations in a clear, impactful way to diverse audiences - from front-line teams to senior leadership - and of influencing stakeholders to support quality initiatives.
• Fluency in written and spoken English is essential. Proficiency in another European language is advantageous.

For this role flexibility to travel up abroad approximately 10% for internal meetings and cross-functional collaboration is mandatory as well as presence to local service providers for onsite quality audits, calibration & coaching/training sessions 3 days per week.