Quality Assurance Manager

Primarily responsible for the overall quality program for the various lines of businesses (LOBs) of the client. This individual is responsible for the quality vision, strategy and processes based on industry trends and best practices and client mandate. He/she is responsible for developing metrics, measuring and continually improving quality. This individual coordinate quality efforts across all LOBs. The role will manage a team of Quality Assurance analysts for the engagements in scope.

Responsibilitie

sClient Management: Collaborates with client stakeholders & onshore SMEs on quality challenges and improvement

s
Team Leadership and Developmen

t:Participates in the Service Delivery Meeting with the Client, facilitated by the Operations grou

p.Coaches, counsels and trains direct reports to ensure optimal performan

ceInitiates and supports succession planning for direct reports to assume leadersh

ipInitiates projects and activities that promote operational/ quality innovation and capability development in the direct reports manag

edEffectively resolves conflict within the team manag

edEffectively resolves conflicts between QA team and operatio

nsEnsures all direct reports comply with company polici

esLiaises with HR Operations and other support groups for the required administrative compliance of direct reports such as leaves, absences, directives, trainings, disciplinary action, memos, security norms, IT equipment policy, etc

..Ensures that QAs effectively cascade key information gained as part of quality operations to the operations team such as updates, client feedback and escalations, improvement initiatives. et

c.
Operations Management: Ensures that quality processes and metrics based on industry trends and best practices are establish

ed.Ensures that the quality roadmap is on-tra

ck.Assesses input from various data points including but not limited to on-site SME feedback from customers, reported site issues of the client, trends and opportunities to improve quali

ty.Conducts periodic audits of business processes in partnership with Operations/process owner, to assess effectiveness of the process, identify opportunities, create action plan and manage execution with the process own

er.Establishes quality targets and implement metrics to measure performan

ce.Analyzes trends in metrics and production defects and focus on opportunities to reduce such failures in the futu

re.Recommends ways to reduce or eliminate failures in Operati

onsEnsures calibration of tools and systems for assessing quality with each of the L

OBsImplements initiatives that would improve quality of output, decrease turn-around-time or save on resour

cesQualificati

• onsBachelor's deg
• ree5+ years' relevant work experie
• nceHighly organized with excellent attention to det