Quality Assurance Manager

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from IGT Solutions

Team Lead - Talent Acquisition Group at IGT Solutions

As our new Assistant Manager - Quality, you will lead the creation, implementation and maintenance of a Total Quality Management system and culture. You will manage our company’s quality systems aiming for achieving no deviations and continuously improving service quality.

Coordinating a systematic QA framework and directing our QA initiatives designed to ensure a high-quality and consistent customer experience are key.

Main Goals

• Lead and develop the Quality management culture and practice
• Team management - managing a Team of Quality Evaluators and Team Leaders for aligned processes
• Act as the representative of the company in all matters related to Quality Management
• Analyze different data points on a daily / weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels
• Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management
• Lead all elements of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships
• Analyze and report trends in Agents / Process performance
• Participate in quality systems improvement activities using six sigma methodologies
• Bring insights and innovation ideas from QA perspective and help our operations team standardize work process and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers
• Detailed and relevant daily / weekly / monthly reporting that can provide sound data for efficient improvement decisions
• Identify bottom quartile factors and team players and steps to improve them
• Design, implement and monitor Quality corrective action plans when required
• Liaise with key stakeholders – internal & clients – for alignment and improved Quality results

Your Profile

We Offer

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service, Quality Assurance, and Management

Industries

IT Services and IT Consulting and Outsourcing and Offshoring Consulting

#J-18808-Ljbffr