Quality Manager (AI)- Remote in Romania

About The Role

To thrive in this role, you bring deep experience in BPO-driven CX quality operations, combined with a strong understanding of how AI and automation can transform quality at scale. You are comfortable operating in high-volume, multi-client environments, balancing service excellence, contractual obligations, and operational efficiency.

You understand that quality in a BPO context must be consistent, measurable, auditable, and scalable—and you know how to evolve traditional QA models into technology-enabled, insight-led frameworks.

What You Bring to the Role

BPO CX Quality & Operational Excellence

You bring hands-on experience managing CX quality programs within BPO or outsourced contact center environments, supporting multiple clients and languages. You understand SLAs, KPIs, and client scorecards, and how quality performance directly impacts commercial outcomes, renewals, and client satisfaction.

AI-Driven Quality Monitoring & Automation

You have proven experience implementing or scaling AI-enabled quality monitoring, including speech and text analytics, auto-scoring, and intelligent sampling. You leverage automation to reduce manual QA effort, increase coverage, and deliver faster, more consistent insights across large agent populations.

You understand how to operationalize AI in a BPO setting—embedding it into workflows, calibration, coaching, and client reporting while managing change and adoption across delivery teams.

Data, Insights & Client Reporting

You are highly data-driven, with experience translating complex QA data into clear, client-ready insights. You identify systemic issues, root causes, and improvement opportunities using dashboards, trend analysis, and AI-generated insights, and you tie findings directly to SLA performance, cost drivers, and CX outcomes.

Client & Stakeholder Management

You are confident engaging with client stakeholders, presenting quality performance, AI insights, and improvement plans. You can defend methodologies, explain AI-driven results, and align clients on quality standards, calibration outcomes, and continuous improvement roadmaps.

You recognize that BPO quality success requires balancing end-customer experience with client expectations and commercial realities.

Quality Governance & Compliance

You maintain strong governance over audit frameworks, SOPs, compliance requirements, and client-specific quality standards. You ensure consistency across delivery teams while adapting frameworks to different client contracts, verticals, and regulatory requirements.

Strategic Delivery with a Hands-On Approach

You understand how to balance standardization and customization in a BPO environment. While contributing to enterprise quality and automation strategy, you remain hands-on—supporting tool configuration, audit design, calibration sessions, root-cause deep dives, and operational troubleshooting.

Cross-Functional BPO Collaboration

You partner closely with Operations, Training, WFM, Analytics, and Technology teams to ensure quality is embedded across the delivery lifecycle—from agent onboarding and nesting to steady-state operations and performance recovery.

Remote & Multi-Geo Delivery Ready

You are comfortable operating in remote and globally distributed BPO environments, managing priorities across time zones awhile maintaining strong governance and communication.

Your profile

• 3+ years of experience in quality assurance or operations management, preferably within the BPO or customer service industry.
• Proven track record of implementing  AI / automation in quality processes.
• Experience in leading cross-functional teams and managing quality programs across multiple clients.
• Strong background in performance coaching, training, and stakeholder engagement.

Why us?

About us

Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus.

Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them.

Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 600 employees, representing 54 nationalities across Europe, the United States, and Asia.

We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences.

At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard.  Together, we grow.