Assistant Manager - QA [GR_JB]

Open 54d reposted 2× · 2 open copies

Key Responsibilities:

Develop and implement QA frameworks tailored to project operational requirements
Collaborate with stakeholders to define KPIs and quality benchmarks
Ensure consistent calibration across QA teams and operations
Supervise and mentor QA Analysts and Specialists
Conduct regular performance reviews and provide coaching for skill enhancement
Foster a culture of continuous improvement and accountability
Identify gaps in service delivery and recommend corrective actions
Lead root cause analysis and implement preventive measures
Drive automation and digitization of QA reporting and analytics
Liaise with project’s quality and operations teams to align on expectations
Present insights, trends, and recommendations to senior management
Support client audits and compliance reviews
Generate and analyze QA reports to track performance trends
Provide actionable insights to improve customer satisfaction and operational efficiency
Monitor adherence to SLAs and compliance standards

Key Requirements:

Minimum 3–5 years of experience in Quality Assurance, preferably in BPO or customer service environments
Experience managing QA teams and working with high-volume accounts
Strong knowledge of QA methodologies, tools, and metrics
Excellent communication and stakeholder management skills
Proficiency in data analysis tools

See also