SR. Quality Assurance Manager

JOB SUMMARY:

The Sr. Quality Assurance Manager has to actively manage, lead, innovate, motivate, and develop a team of Quality Analysts. The role involves developing systems, processes, and team members to achieve superior levels of service.



JOB DUTIES & RESPONSIBILITIES:



These tasks are subject to change depending on the nature of service of the division/department or business direction.

Manages day-to-day operations to ensure audit delivery business operations are done per client requirement.
Ensure quality framework is in place and coordinated across stakeholders.
Implement a clear overall quality strategy with scalable process/tools/ systems that allow resource-efficient monitoring of decision accuracy and align to client contract agreements.
Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with the operations team to improve quality performance.
Establish quality governance processes with clients and operations to ensure effective communication and organization.
Works with clients on change management processes, tools enhancements, and workflow amendments
Proactively identifies opportunities and coordinates with different functions – operations, training, workforce, and reporting toward quality improvement.
Drive investigation of highly sensitive issues affecting clients, working with different teams to understand why and what happened.
Develop and mentor people, act as a career counselor and create a high-performing team (foster relationships, resolve conflicts, etc.)
Bring innovative ideas and help clients create work process standardization.

Others

Performs related duties and responsibilities as may be assigned and requested by immediate superior.



Skills and Qualifications.

7-10 Years of Experience in Driving Quality Assurance covering US/UK/Australia Geography
Minimum 2+ Years in the Managerial Role
Willing to start ASAP.


Skillset:

Six Sigma Green Belt Certified in Call Centre Context - Preferable
Sound Knowledge of Excel and PowerPoint
Understands Quality Metrics and Business Metrics Correlation
Ability to Recommend TNI for Process reengineering.
Ability to create a business case with findings from Quality audit and recommend product and process changes to the client.
Strong Understanding of Calibration and Audit of the Auditors
Ability to create Corrective Actions and Preventive Actions for process improvement and RCA response.
Ability to create FMEA analysis on change management (Failure Mode Effect Analysis)