Quality Assurance Manager
Core
Oversee the development and delivery of a robust internal audit function to ensure quality standards are met across client engagement and product implementation projects.
Role type
Senior IC Quality Assurance Manager
Builds
Internal audit processes and quality assurance strategies for client retention and product implementation
Domain
Client Services / Client Retention / Process Improvement
Deliverable
dashboards & analysis
Required skills
Data analysis, Project management, Excel proficiency, Process improvement, Risk assessment, Strategic decision support
Preferred skills
CRM system verification, Coaching and feedback delivery, C-level communication
Technologies
CRM systems, Excel
Responsibilities
Develop and enhance quality assurance strategies for client retention; Monitor global inbox for timely responses; Track and analyze data trends 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; Assess at-risk clients to reduce revenue loss risk.