Manager - Quality Assurance - Non IT - BPO/ITES

GENERAL SUMMARY

Shift- 2:00 pm to 11:00 pm

or

5:00 pm to 2:00 am

A general summary of the overall purpose/role; typically, about 3-4 sentences.

The Manager - Quality Assurance, reports to the Sr. Manager/AVP - Global Quality Assurance. This position will lead the Quality Assurance function for all applicable Company geographies including - U.S., India & Costa Rica. Responsibilities include managing the voice and back office QA function & driving the global QA vision, formulating QA deployment strategies, planning & managing support functions and Company conformance to defined quality standards. This position includes the responsibility for all aspects of performance management (setting expectations, observing, coaching, counseling and rewarding); performance metrics and tracking and supporting an engaged and collaborative team environment. As a key leader, the Manager is also responsible for sharing best practices & process improvement ideas across teams and sites, identifying, analyzing and implementing solutions that drive results.

PRINCIPAL RESPONSIBILITIES

Brief description of principal responsibilities (generally 6-8) for this job ranked by percentage of time. Begin each responsibility with an action verb. All duties should add to 100% with no responsibility equaling less than 5%. % OF TIME

Develop and implement quality management strategy and plans, including resource, systems, timescales, to support, contribute, and integrate with the organization's business plan and long term strategy. Lead and relate to diverse Global QA team to meet critical time-sensitive goals.

20%

Monitor & report performance according to business established quality standards. Provide feedback to support business coaching/feedback efforts. Develop, maintain & audit QA policy, procedures & processes. Possess comfort and confidence in interacting positively with Sr Mgmt stakeholders.

20%

Integrate new technologies, specifically Speech Analytics & Automation/Systemic QA tools such as SAS, to evolve the scope and impact of the QA department.

20%

Evolve the QC role, while also supporting development of team members into roles needed to further vision and impact of QA, specifically Data Analysts, Process Specialists, et al.

10%

Develop & drive a robust interaction model with key business partners with a view to achieve balanced and collaborative decisions that impact business quality strategy & performance

10%

Mgmt of direct reports # 2 - 3

20%

100%

REQUIRED SKILLS, EDUCATION & EXPERIENCE PREFERRED SKILLS, EDUCATION & EXPERIENCE

EDUCATION Bachelor's degree

Masters or higher degree preferred

EXPERIENCE 8+ years- experience

At least 5 years experience in Quality/Process Excellence

CERTIFICATION Relevant Quality Control and/or Corporate Compliance Experience- Six Sigma Green belt Certified

ASQ CQM/OE certification/Lean Six Sigma Black Belt Certified or Trained

TECHNICAL SKILLS Very strong analytical skills, change management & program management skills;

Experience driving Automation/Systemic QA processes Program/Change Management experience in enabling a culture of Consumer Experience in Operations processes / Experience applying Speech Analytics technology

PC SKILLS MS Office, creating high impact business presentations/ storyboarding skills

OTHER SKILLS Logical and structured approach to planning, problem solving and decision-making, managing large global teams