Assistant Manager - QC

Job Description

About the Company As the world’s leading multidisciplinary service provider, Deluxe underpins the media and entertainment industry, servicing content creators and distributors including Netflix, WarnerMedia, The Walt Disney Company, Amazon, Apple, Viacom, NBCU, Google, AT&T and many others, by providing Global Content Distribution, Localization, Accessibility and Mastering while leading end-to-end innovation with unparalleled scale and agility across the Streaming, Theatrical, Broadcast and Mobile landscapes. With headquarters in Los Angeles and offices around the globe, the company employs over 3,200 of the most talented and experienced industry individuals worldwide. For more information, please visit www.bydeluxe.com Position Summary Monitoring and overseeing the overall functioning and performance of the QC department, with regards to daily operations and personnel development. Focus on maintaining a quality yield of over 98% and 100% on-time delivery. Ensuring team functions at an ideal capacity between full time and freelance staff to manage peak volumes; and monitor benchmarks. Innovate and improve process thereby ensuring overall cost reduction and improved efficiency and quality gains. To motivate and keep high team morale and positive attitude towards work Outcomes and Accomplishments As an Assistant Manager, you are required to: Directly responsible for 2 to 3 Team Leads who will internal see 25 to 30 editors Ensure implementation of quality producers. This includes roll out of new procedures, keeping the team updated on client specifications Collaborate with other departments regarding policies and procedures Involvement in QA research and feedback. Channeling internally and externally through: timely follow-up with individuals or/ and the team to ensure the issue at hand is fully addressed and understood Suggest corrective and preventive actions Analyzing error trends and using the data to ensure the targeted group has received the required refresher/training To improve the overall quality of deliverables by the team and come up with initiatives that increase overall quality and productivity Identify areas of improvement in team by: Regularly review and analyze error trends and other quality issues and implement corrective and preventive solutions Regularly review the QC procedures they are up to date Improve efficiency Encourage and implement automation Ensure the team is updated on the latest software updates and collaborate with the Process Lead/SME to suggest improvements Represent the QC team in relevant meetings and calls Team metrics and data organization: To maintain the teams’ metrics and present them at monthly performance reviews Ensure this data is used to display current performance and to ensure adequate capacity for projected volumes To share this data with team management and the team to improve overall performance Training and Documentation: Work with trainers and documentation representatives and management: Organize the training plan for new recruits Schedule refresher training for the team Ensure all QC documentations are up to date Assess documents on a quarterly basis to ensure they are in accordance with Deluxe, client and department expectation Enforcement: Ensure all relevant trackers are accurately updated by the team Ensure that Team Leads are accurate and prompt with their task To also ensure that established procedures are followed by the team and enforced regularly by the Team Leads Be involved in business continuity and succession planning, ensuring the next generation of leaders are well groomed, think and act in the desire fashion: To chart out team members’ growth in the company, along with Team Leads and managers, and plan for future growth and numbers, promotions, etc, and groom them in accordance with this plan Work with senior employees individually, if possible, on projects that can bring out their strengths and allow them to develop Monitor how Team Leads plan their tasks and provide guidance on delegation of tasks and grooming, when required To ensure smooth and effective communication within the team Maintain discipline within the team with respect to schedule adherence To motivate the team and ensure high morale. Work with Leads, managers, and HR, to assure employee engagement are heard and addressed Conduct annual appraisals of the three Team Leads and participate in the appraisals of team members by the leads Recognize and reward team members’ accomplishments, through various award nominations To groom backups to take for all tasks What You Bring: You are a team player You will be able to think logically, critically, and independently, considering all potential scenarios You can look at the bigger picture and identify and solve potential problems before they arise You have leadership qualities You are a tactful objective and fair during problem assessment You can work and stay focused under pressure You can give constructive feedback and simultaneously encourage and motivate the team Act as a mentor or a guide to TLs and others and coach them to handle their own tasks better Your focus is on improving the process and increasing efficiency Benefits You will be part of a large international and culturally diverse team You will have the opportunity to expand your professional network You will be part of a career driven and competitive work environment You will have the opportunity to make an impact for the organization, and for the customers Equal Employment: Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive fair consideration for employment without regard to, and will not be discriminated against, based on race, colour, religion, creed, national origin or ancestry, sex, age, or any other discriminations. Show more Show less