Quality Assurance (QA) Manager  

The Quality Manager is responsible for managing the actions performed by the Quality Specialists. This includes but not limited to:

• Creating and monitoring Quality policies and auditing of business operations functions. This includes, but is not limited to: observing and recommending improvements to operations, training and ensuring feedback is provided to quality specialists.
• Developing and implementing the structure and maintenance of the quality tools, metrics, procedures and processes
• Analyzing both internal and external customers from a Quality, policy, process perspective, lead key learning’s, creation of actions plans to rectifying or addressing issues at early stages.
• Implementing, recommending and working to identify and create process improvements
• Ensuring that SLA/KPIs and other objectives are met
• Mentoring Quality Specialists and other business units as it relate to Quality processes
• Overseeing hiring, training/development of associates
• Collaborating with Business Leaders on strategic planning, productivity/FTE optimization, business solutions and problem resolution
• Headcount planning including interviewing for the Quality department and other key select positions

Critical Functions:

Monitor quality audits, reporting and make sound recommendations, results driven

• Create, develop and implement regular Quality monitoring forms, reporting and feedback loops to operations and the appropriate business leaders
• Monitoring of Quality SLA’s, projects, process improvements
• Analyze and develop corrective action plans when objectives are not met
• Manage quality documentation
• Participate in recurring synergy meetings
• Focused on improving resolution rates and customer satisfaction, analyzing end – to – end launches
• Regularly calibrate with Training and Development team to ensure training performance expectations within process trainings are met

Provide coaching to Quality Specialists

• Prepares and delivers performance appraisals in a timely manner
• Regularly meets and discusses performance with direct reports. This includes progress of quality initiatives, provide coaching and developmental opportunities.
• Works with HR on disciplinary situations in a timely manner according to policies in place

Collaborate with Business Leaders

• Closely work with business leaders to enhance productivity & efficiency throughout the company’s operations

Hiring and Training/Development

• Maintains staffing levels; recruits, selects, and hires associates
• Set strategy for associate training/development; includes HR and process related
• Creates ideas to reduce attrition based on exit interview feedback

• Education/Training
  • Preferably Bachelor’s degree in Business
  • Preferably has undergone Six Sigma training/certification
• Background/experience
  • 3 years or more in Supervisory or Managerial role preferably in Quality or Training department or overseeing operations providing recommendations
  • 4 years or more in a call center or BPO company
  • 2 years or more leading Process Improvement or Quality