Foundever - Quality Assurance Manager

Position: Quality Assurance Manager

Experience: 10+ Years

Job Summary

We are seeking a highly experienced Quality Assurance Manager with over 10 years of experience, preferably in an operations or customer service call center environment. The ideal candidate is a proactive and critical thinker who will take ownership of our quality systems. This role involves establishing and enforcing quality standards, driving process improvements through data-driven insights, and collaborating with cross-functional teams to ensure the highest level of efficiency and customer satisfaction.

Key Responsibilities

Quality Systems & Standards:

- Devise and establish company-wide quality procedures, standards, and specifications.

- Review customer requirements and ensure they are consistently met.

- Implement and maintain controls and documentation procedures to ensure compliance and consistency.

Performance Analysis & Improvement:

- Monitor performance by gathering relevant data and producing statistical reports to identify areas of weakness.

- Recommend and implement improvements to reduce waste and increase efficiency across all processes.

- Assess the effectiveness of all changes made and adjust strategies as needed.

Training & Collaboration:

- Liaise with other managers and staff to provide the necessary training, tools, and techniques to enable others to achieve quality standards.

- Collaborate with key partners to obtain constructive feedback and incorporate it into quality improvement programs.

Required Skills & Qualifications

Core Experience:

- 10+ years of relevant experience, with a background in quality assurance management or related roles.

- Prior experience in an operations or customer service call center environment.

Professional Skills:

- Strong knowledge of quality assurance standards and methodologies.

- Excellent managerial, leadership, and communication skills.

- A highly analytical approach with strong numerical skills and an understanding of statistical analysis.

- Keen attention to detail and exceptional organizational abilities.

Preferred Skills:

- MBA in a relevant field.

- Proficiency with MS Office and other relevant software tools.

- Experience in conducting internal audits and driving process improvement programs.