Foodpanda - Manager - Quality Assurance

Responsibilities - Quality Manager

1. Supervise & manage team of quality executives & Supervisors

2. Establishing, implementing & maintaining QA framework across all departments.

3. Ensuring audits are done for all departments as per defined frequency.

4. Keeping a track of feedbacks to associates and effectiveness to ensure exceptional service delivery.

5. Own the development of robust quality feedback loops into training, analytics, and process to drive continuous improvement.

6. Planning and implementing Quality related training programs.

7. To ensure that End to End process manual is proactively updated to reflect enhancements and improvements that are agreed from time to time.

8. Implement new ways to improve customer as well as vendor satisfaction.

9. Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish quality standards and processes.

10. Develop, maintain and improve quality system standards, procedures and controls to ensure processes and products meet standards.

11. To improve and promote quality on process level by reducing errors and maintains accuracy.

12. Role Based-Performance Score Cards: Design & Automate process performance score cards

13. Regular performance review of quality objectives / targets / metrics to ensure its suitability, adequacy and effectiveness for internal teams as well as business partners.

14. Data Analysis Strong Analytical skills with an ability to draw conclusions from data(Error Analysis and Root Cause Conduct RCA's / studies to identify reason for customer dissatisfaction / process failure and suggest actions.

15. Identify and drive process improvement initiatives across departments.

16. Regular reporting to higher management

Desired Candidate Profile

1. Graduate/ Post graduate with minimum 8 years of transactional Quality experience.

2. Exposure to voice & non voice transactional Quality.

3. Ability to get out of the box ideas and Process Improvement Initiatives.

4. Drive robust action planning and interventions to meet and exceed client metrics

5. Should have good team handling exposure

Essential Skills / Expertise required:-

- People Management skills

- Ability to drive initiatives to closure

- Ability to deal with all levels of employees

- Ability to provide leadership, direction and motivation to build high performing teams

Analytical Skills / Quantitative skills

- Excellent Communication skills

- Data Handling / data interpretation

- Needs to have good working knowledge of Transaction Quality systems, tools and technologies.

- Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure

- Detail oriented, Strong organizational skills, Presentation skills.