The Quality Assurance Manager is pivotal in upholding and enhancing service quality across the organization. This role involves leading the Quality Assurance department, overseeing audit processes, managing a team of Quality Auditors and the QA Coordinator, and ensuring compliance with client specifications and industry standards. The QA Manager collaborates closely with the Training & QA Director LATAM to drive continuous improvement initiatives and optimize quality assurance practices.
Key Responsibilities: - Quality Management System Development: Design, implement, and maintain comprehensive quality management systems to ensure consistent service delivery that meets or exceeds client expectations.
- Audit Oversight: Supervise and coordinate all client audits, ensuring adherence to quality standards and client specifications.
- Team Leadership: Lead, mentor, and support a team of Quality Auditors and the QA Coordinator, fostering a culture of excellence and continuous improvement.
- Data Analysis & Reporting: Analyze quality data to identify trends, generate insightful reports, and present findings to stakeholders, facilitating informed decision-making.
- Client Compliance: Ensure all quality assurance processes comply with client requirements and industry standards, promptly addressing any deviations.
- Stakeholder Communication: Collaborate with internal teams and client representatives to communicate quality findings, recommendations, and implement improvements.
- Process Optimization: Identify gaps and areas for improvement within quality assurance processes to enhance efficiency and service quality.
- Implementation of Best Practices: Work with the Training & QA Director LATAM to implement improvement strategies and best practices across all accounts.
- Team Development: Promote a culture of continuous quality improvement among the Quality Assurance team through training, feedback, and professional development opportunities.
Qualifications: - Experience: Minimum of 5 years in quality assurance roles, with at least 2 years in a supervisory or managerial position within the BPO industry.
- Education: Bachelor's degree in Quality Management, Business Administration, Engineering, or a related field.
- Certifications: Certification in quality management systems (e.g., ISO 9001) or methodologies such as Six Sigma is preferred.
Skills Required: - Leadership: Proven ability to lead and develop teams, fostering a collaborative and high-performance work environment.
- Analytical Skills: Strong proficiency in data analysis, with the ability to interpret complex data sets and generate actionable insights.
- Communication: Excellent verbal and written communication skills, capable of conveying complex information clearly to various stakeholders.
- Attention to Detail: Meticulous attention to detail, ensuring all quality standards and compliance requirements are consistently met.
- Time Management: Exceptional organizational skills with the ability to prioritize tasks and manage multiple projects effectively.
- Language Proficiency: Fluent in English at an upper-intermediate level (B2) to facilitate effective communication with clients and international teams.
Additional Skills (Preferred but not Required): - Familiarity with data visualization tools (e.g., Power BI, Tableau) and quality management software.
- Experience in implementing continuous improvement strategies, such as Lean or Six Sigma methodologies.
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