Quality Assurance Manager

Gratitude Inc

437 Views

14 hours ago

12-15 Year(s)

₱ 90 - ₱ 100K p.a

Job Description

Key Skills

Quality assurance Quality Control QA Manager

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Quality Auditing Manager

12 yrs relevant work experience and 5 yrs leadership (BPO set up - Quality or Training)

Willing to work at home or onsite

Salary offer will be discussed during the JO.

Overall Purpose:

Quality Manager provides direction for the shared services team responsible for Quality Management, Training, Communications, Knowledge Management and Sustainability efforts across a variety of methods.

Duties and Responsibilities:

Support activities include assessment activities related to the Quality Program, identification of risks and recommendations, draft QA documentation and conduct in depth quality assurance reviews

Lead/participate in maintenance of standard processes and new process releases and provide coaching for institutionalizing them

Conduct Root Cause Analysis for problem contracts

Perform as a “Recovery Resource” on problem contracts

Available to be leveraged as a resource (if available capacity) for Project/Program Management mobilization

Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.)

Manage and participate in special projects as requested by Leadership

Manage Quality Assurance pool including certifications, re-certifications and the assignment process

Develop requirements for Quality Assurance capability development and the maintenance of Quality Assurance skills and expertise

Driving reporting and analytics requirements for Quality Assurance management

Facilitate and administer Quality Assurance performance/recognition feedback

Participate in program development and continuous improvement initiatives

Assist Project Management in process metrics definition/collection and maintenance and bringing in statistical analysis techniques for increasing predictability of the development process

Contribute and participate productivity improvement initiatives

Provide clear governance on quality tasks relative to insights generation and innovation

Ensure quality measures align with program outputs or SLAs

Create developmental road maps for Quality personnel

Proactively Communicate relevant observations or findings with all stakeholders

Role

NON-BPO

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Process

Non-Voice

Functional Area

NON-BPO

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