Quality Manager

Job Title: Manager Quality

Job Overview:

The Manager Quality is responsible for overseeing the quality assurance processes of the

organization. This role ensures that service delivery meets established standards and client

expectations, while also driving continuous improvement initiatives to enhance operational efficiency

and customer satisfaction.

Key Responsibilities:

• Quality Assurance Strategy: Develop and implement a quality assurance strategy that aligns

with organizational goals and client requirements.

• Monitoring and Evaluation: Regularly assess service delivery through monitoring calls,

reviewing interactions, and analysing performance metrics to ensure compliance with quality

standards.

• Team Leadership: Lead and manage the quality assurance team, providing guidance,

support, and training to ensure effective quality evaluations and reporting.

• Feedback and Reporting: Provide constructive feedback to teams based on quality

assessments; prepare detailed reports for management on quality performance, trends, and

areas for improvement.

• Root Cause Analysis: Conduct root cause analyses of quality issues and collaborate with

operations to develop and implement corrective actions.

• Training and Development: Work with training teams to ensure quality standards are

integrated into training programs for new and existing employees.

• Process Improvement: Identify opportunities for process improvements and lead initiatives

to enhance service quality, efficiency, and customer satisfaction.

• Compliance and Standards: Ensure adherence to industry standards, regulatory

requirements, and internal policies related to quality assurance.

Qualifications & Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficient in quality management tools and methodologies (e.g., Six Sigma, ISO

standards).

• Familiarity with operations metrics and performance indicators.