Quality Assurance Manager
Core
Manage the quality assurance team and internal audit function to ensure quality standards are met across client services and projects.
Role type
Senior IC Quality Assurance Manager
Builds
Internal audit function and quality assurance strategies for client services
Domain
Client Services / Business Operations
Deliverable
dashboards & analysis
Required skills
Data analysis, Project management, Excel proficiency, Process improvement, Risk assessment, Coaching
Preferred skills
Strategic thinking, C-level communication
Responsibilities
Partner with Head of QA to develop quality assurance strategies; Monitor global inbox for timely responses; Track and analyze data to inform strategic decisions; Optimize CRM system performance through testing and reporting; Establish measurable targets for departments; Review account management and client communication to ensure high standards; Identify and execute process improvements; Assess account management of at-risk clients to reduce revenue loss.