Senior Manager - Quality Assurance

Senior Manager - Quality Assurance

Quality Manager

Key Responsibilities:

- Develop and implement quality management systems: Establish and maintain robust quality management systems (QMS) aligned with industry best practices and regulatory requirements.

- Conduct quality audits: Perform regular internal and external quality audits to identify areas for improvement and ensure compliance with established standards.

- Drive Six Sigma initiatives: Lead and participate in Six Sigma projects to identify and eliminate root causes of defects, reduce process variation, and improve operational efficiency.

- Analyze data and generate reports: Collect, analyse, and interpret data related to quality performance, identify trends, and generate reports to track progress and communicate findings to stakeholders.

- Develop and deliver quality training: Design and deliver training programs to BPO employees on quality standards, methodologies, and best practices.

- Monitor and analyze customer feedback: Gather and analyze customer feedback to identify areas for improvement in service delivery and customer satisfaction.

- Collaborate with cross-functional teams: Work closely with other departments (e.g., Operations, Technology, Human Resources) to ensure seamless integration of quality initiatives across the organization.

- Stay abreast of industry best practices: Stay informed about the latest industry trends, technologies, and best practices in quality management.

Qualifications:

- Bachelors degree.

- Six Sigma Black Belt certification is mandatory.

- Minimum of 10 years of experience in a Quality Assurance or related role within a BPO environment.

- Proven experience in implementing and managing quality management systems and teams

- Strong analytical and problem-solving skills with the ability to analyze data and identify root causes of issues.

- Excellent communication and interpersonal skills with the ability to effectively communicate with all levels of the organization.

- Strong project management and organizational skills with the ability to manage multiple projects simultaneously.

- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

- Experience with quality management software (e.g., Minitab, JIRA) is a plus.

Key Skills:

- Six Sigma methodologies (DMAIC, DFSS)

- Quality Assurance principles

- Root Cause Analysis

- Data Analysis and Reporting

- Process Improvement

- Customer Satisfaction

- Communication and Interpersonal Skills

- Project Management

- Problem-Solving

- Leadership

Job Environment:

- Full-time position working from the office

- Permanent Night shifts (US shift timings)