Quality Assurance Manager

Quality Assurance Program Development:

• Design and implement a comprehensive quality assurance program aligned with industry standards and client requirements.
• Establish key performance indicators (KPIs) and quality metrics to measure and evaluate operational performance.

Process Evaluation and Improvement:

• Conduct regular audits and assessments of operational processes to identify areas for improvement.
• Collaborate with operational teams to implement process enhancements and efficiency improvements.

Training and Development:

• Develop and deliver training programs to ensure that employees are well-versed in quality standards, procedures, and client expectations.
• Provide ongoing coaching and feedback to team members to drive continuous improvement in performance.

Quality Monitoring and Reporting:

• Implement systems for real-time quality monitoring and reporting.
• Generate regular reports on key quality metrics and present findings to senior management, identifying trends and opportunities for improvement.

Customer Feedback Management:

• Develop and manage processes for collecting and analyzing customer feedback.
• Use customer feedback to drive improvements in service quality and enhance customer satisfaction.

Cross-Functional Collaboration:

• Work closely with other departments, including Operations, Training, and IT, to ensure seamless integration of quality standards across all functions.
• Foster a collaborative environment that promotes a shared commitment to quality.

Root Cause Analysis:

• Conduct root cause analysis for quality issues and develop action plans to address underlying problems.
• Implement preventive measures to avoid recurrence of identified issues.