Quality Manager

Role & Responsibilities

• Develop and implement quality management systems (QMS) to ensure compliance with industry standards and regulations.
• Establish quality objectives and key performance indicators (KPIs) to monitor and improve overall product and process quality.
• Lead cross-functional teams in identifying, analyzing, and resolving quality issues using different methodologies (COPC, Six Sigma, PDCA, 7 QC tools, etc.).
• Conduct root cause analysis (RCA) and implement corrective and preventive actions (CAPA) to address quality issues.
• Plan and conduct internal audits to assess the effectiveness of the QMS and identify areas for improvement.
• Use quality tools such as Failure Modes and Effects Analysis (FMEA), Control Charts, Box plot, etc. to monitor and improve process performance.
• Collaborate with the automation team to identify repetitive tasks that can be automated, and assist in the implementation and monitoring of RPA solutions.
• Act as a primary point of contact between the QA teams, Operations, and clients.
• Lead, manage, motivate, and mentor a team of Quality Analysts.
• Drive consistency to ensure strong quality performance and alignment across all programs.
• Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program.
• Work alongside Operations and hiring teams to provide onboarding, coaching, remediation, training, and development for process and structure QAs and QA Leads.
• Implement and drive the QA initiatives.
• Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders.
• Implement initiatives and projects to counteract any possible trends and drive business KPIs.
• Aggregate audit findings and analyze gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience, and drive higher efficiency.
• Analyze quality and performance trends to provide recommendations for program improvement.
• Responsible for the delivery of vendor quality metrics at management reviews.

Preferred Candidate Profile

• Certification in Six Sigma (Green Belt is desirable).
• Excellent problem-solving and analytical skills.
• Strong leadership and communication skills, with the ability to work effectively with cross-functional teams.
• Attention to detail and a commitment to maintaining high-quality standards.
• Excellent MS Office skills (presentation & Excel).