Assistant Manager, Quality Assurance

1 week ago


Lahore, Punjab, Pakistan UNAVAILABLE Full time
Overview

As the Assistant Manager of Quality Assurance (QA), you will play a pivotal role in ensuring the delivery of exceptional service and enhancing the overall customer experience within the BPO industry. You will oversee and refine quality assurance processes, drive continuous improvement initiatives, and collaborate with cross-functional teams to optimize performance, compliance, and training strategies. Your efforts will directly contribute to achieving operational excellence and enhancing client satisfaction.

Responsibilities
  1. Develop & Implement QA Strategies: Create, implement, and manage effective quality assurance frameworks and strategies across teams and projects to ensure consistent, high-quality service delivery.

  2. Monitor & Evaluate Interactions: Regularly assess agent-customer interactions to ensure adherence to established quality standards and service level agreements.

  3. Conduct Audits & Provide Feedback: Perform detailed audits, offering actionable feedback to agents and team leaders to improve performance and maintain consistency.

  4. Cross-Functional Collaboration: Work closely with various teams (Operations, Training, Compliance) to identify process gaps, recommend improvements, and foster a culture of continuous improvement.

  5. Data Analysis & Reporting: Analyze performance data to uncover trends and suggest actionable strategies for enhancing both efficiency and customer satisfaction.

  6. Design Training Programs: Develop and deliver impactful training programs to agents, focusing on performance enhancement, soft skills development, and compliance adherence.

  7. Coaching & Development: Provide coaching and support to team members to strengthen their performance, communication, and problem-solving skills.

  8. Develop Quality Standards: Create and maintain materials to ensure consistent delivery of quality standards across all teams and client engagements.

  9. Comprehensive Reporting: Generate detailed reports on QA performance, highlighting key metrics, trends, and areas for improvement to management and clients.

  10. Risk Mitigation & Excellence: Utilize data-driven strategies to identify and address risks while striving to elevate operational performance and service delivery.

  11. Alignment with Business Goals: Ensure that quality assurance objectives align with broader business goals and client expectations to foster a high-performance culture.

  12. Stakeholder Engagement: Engage with operations teams, clients, and stakeholders to provide updates, address performance issues, and implement improvements.

  13. Regulatory Compliance: Ensure strict adherence to industry regulations, client-specific policies, and internal quality standards to maintain high compliance levels.

  14. Industry Awareness: Stay informed about industry best practices, emerging trends, and technological advancements to continuously improve QA processes.

Qualifications
  • Strong QA Framework Knowledge: Proven experience in designing evaluation criteria, developing scorecards, and establishing KPIs that align with business objectives and client needs.

  • Proficiency in MS Office: Expertise in Excel (including data analysis and reporting) and PowerPoint for presentations and report generation.

  • Analytical & Problem-Solving Skills: Strong ability to analyze complex data and identify trends or areas for improvement to drive operational excellence.

  • Excellent Communication Skills: Outstanding written and verbal communication skills, including the ability to present data and insights effectively to various stakeholders.

  • Leadership & Independence: Demonstrated leadership abilities, with the capacity to work autonomously, manage teams, and make informed decisions.

  • Project & Strategic Management: Strong organizational, project management, and strategic planning skills to manage multiple initiatives and ensure on-time execution.

  • Database Management: Solid understanding of database management, ensuring proper handling and analysis of QA data.

  • Experience: 3-5 years of experience managing Quality Assurance in a BPO environment or customer service setting, with a proven track record of enhancing service quality and team performance.

#J-18808-Ljbffr

  • Lahore, Punjab, Pakistan ServiceMaster Quality Cleaning by Weibye Full time

    **Job Overview:**We are seeking a Quality Assurance Officer to ensure that our manufacturing processes meet quality standards and regulatory requirements. The ideal candidate will monitor production quality, conduct inspections, and implement quality control measures to maintain high standards in our snack manufacturing operations.Key...


  • Lahore, Punjab, Pakistan ServiceMaster Quality Cleaning by Weibye Full time

    About Us:ServiceMaster Quality Cleaning by Weibye is a leading provider of high-quality snacks in the market. We are committed to delivering exceptional results through our dedication to quality and excellence. Our team is comprised of experienced professionals who share a common goal of providing the best possible products and services to our customers.Job...


  • Lahore, Punjab, Pakistan ServiceMaster Quality Cleaning by Weibye Full time

    Location: Lahore, PakistanDepartment: Quality AssuranceJob OverviewWe are seeking a Quality Assurance Officer to ensure that our manufacturing processes meet quality standards and regulatory requirements. The ideal candidate will monitor production quality, conduct inspections, and implement quality control measures to maintain high standards in our snack...


  • Lahore, Punjab, Pakistan HRSI Full time

    Assistant Manager Quality Assurance HRSI, Pakistan We are looking for an Assistant Manager Quality Assurance for our manufacturing industry client based in Lahore. MBA / Graduate with at least 3-4 years experience in the Quality Management System department.Job SpecificationManages day-to-day operation of the QMS.Develops and periodically reviews and updates...


  • Lahore, Punjab, Pakistan HRSI Full time

    Job DescriptionWe are looking for an experienced professional to fill the role of Assistant Manager Quality Assurance. This position will involve managing the Quality Management System (QMS) and ensuring its continued effectiveness.About YouYou should have at least 3-4 years of experience in the Quality Management System department.A strong understanding of...


  • Lahore, Punjab, Pakistan ServiceMaster Quality Cleaning by Weibye Full time

    **Job Overview**We are seeking a Quality Assurance Officer to ensure that our manufacturing processes meet quality standards and regulatory requirements.The ideal candidate will monitor production quality, conduct inspections, and implement quality control measures to maintain high standards in our snack manufacturing operations.


  • Lahore, Punjab, Pakistan Radicalhire Full time

    Location: LahoreNo of positions: 04Age: 25-38Gender: Female onlyRequired Traveling: 0%The company: Our client is a leading textile group of Pakistan.The role:- Responsibility, authority and accountability of the Quality Assurance department and the effective implementation of the Quality Management System and is responsible (relative to the above functions)...


  • Lahore, Punjab, Pakistan ZXMCO Pakistan (Pvt) Ltd. Full time

    Responsibilities and Duties:The candidate will be responsible for the Quality Control of Motorcycles and in-house manufactured parts according to the standards in a proper systematic way.Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the quality assurance and regulatory...


  • Lahore, Punjab, Pakistan Techscon Technologies Full time

    Job OverviewTechscon Technologies is a leading IT firm seeking a highly skilled QA Lead to join our team. As a key member of our quality assurance department, you will be responsible for managing and leading a team towards overall system improvement by setting and measuring work standards at all levels of the production process.Key Responsibilities* Develop...


  • Lahore, Punjab, Pakistan Accurate Paper Box Co Full time

    Manager – Quality Assurance – Manufacturing Location: Lahore, PakistanDepartment: Quality AssuranceJob OverviewWe are seeking a Manager – Quality Assurance to lead our quality assurance efforts in our snack manufacturing company. The ideal candidate will be responsible for developing and implementing quality control strategies, managing the QA team,...


  • Lahore, Punjab, Pakistan Nestlé SA Full time

    Quality Assurance Specialist - Lahore (Agricultural Services)Position SnapshotLocation: Lahore, PakistanJob Type: Full-timeQualification: Preferably University Master's degree in Food Science & Technology/Dairy Technology. Minimum University graduate in Food Science & Technology/Dairy TechnologyExperience: 3-5 years' experience in Quality AssurancePosition...


  • Lahore, Punjab, Pakistan Ahmad Glass Industries Pvt. Ltd Full time

    Ahmad Glass Industries (Pvt) Ltd is a pioneer in manufacturing all types of tempered & laminated safety glasses in Pakistan. The company is located in Lahore and is known for its expertise in producing high-quality safety glasses for various applications.Role DescriptionThis is a full-time on-site role for a Quality Assurance Manager at Ahmad Glass...


  • Lahore, Punjab, Pakistan Komkonsult (Pvt) Limited Full time

    Manager Quality Assurance Komkonsult (Pvt) Limited, Pakistan Has worked on-hands in telecom deployment for over 3 years. Has knowledge of customer relationship, team management and industry quality standards.Job SpecificationMethodical, can teach and influence people, urge for getting things right first time every time.ResponsibilitiesEnsure quality...


  • Lahore, Punjab, Pakistan Accurate Paper Box Co Full time

    We are hiring a Head of Quality Control to lead our quality assurance efforts in our snack manufacturing company. The ideal candidate will have a strong background in quality assurance management and a proven track record of delivering high-quality products while ensuring regulatory compliance.Job RequirementsBachelor's Degree: In Food Science, Quality...


  • Lahore, Punjab, Pakistan Curatech Pharma (Pvt) Ltd. Full time

    Quality Assurance Manager - PharmaceuticalLocation: LahoreMinimum Qualifications:Pharm-D10-12 years of experience at the same position in a reputable pharmaceutical companySeniority Level: Mid-Senior levelEmployment Type: Full-timeJob Function: Quality AssuranceIndustry: Pharmaceutical ManufacturingPlease share your resume on pharmahr042@gmail.com and...


  • Lahore, Punjab, Pakistan Curatech Pharma (Pvt) Ltd. Full time

    Mid-Senior Level Quality Assurance Position in Pharmaceutical CompanyCuratech Pharma (Pvt) Ltd. is seeking a qualified and experienced Quality Assurance Manager to join our team in Lahore.This role involves ensuring the quality of our products and processes, maintaining regulatory compliance, and leading quality assurance teams.The ideal candidate will have...


  • Lahore, Punjab, Pakistan Accurate Paper Box Co Full time

    We are seeking a highly skilled and experienced leader to oversee our quality assurance efforts in our manufacturing company. As the ideal candidate, you will be responsible for developing and implementing comprehensive quality control strategies, managing a team of quality assurance professionals, and ensuring compliance with food safety regulations and...


  • Lahore, Punjab, Pakistan ZXMCO Pakistan (Pvt) Ltd. Full time

    Job DescriptionAt ZXMCO Pakistan (Pvt) Ltd., we are seeking an experienced Quality Assurance Manager to join our team. This role is responsible for ensuring the quality of our motorcycles and in-house manufactured parts.The ideal candidate will have a strong background in quality systems, regulatory compliance, and auditing. They will be responsible for...


  • Lahore, Punjab, Pakistan ServiceMaster Quality Cleaning by Weibye Full time

    Job Summary:We are seeking a highly skilled Quality Assurance Officer to join our team at ServiceMaster Quality Cleaning by Weibye. As a key member of our quality assurance department, you will be responsible for ensuring that our manufacturing processes meet quality standards and regulatory requirements. If you have a strong background in quality assurance...


  • Lahore, Punjab, Pakistan HRSI Full time

    Job OverviewHRSI, a leading manufacturing industry client based in Lahore, is seeking an Assistant Manager Quality Assurance to join their team. The ideal candidate will have at least 3-4 years of experience in the Quality Management System department.About the RoleThis position will manage day-to-day operations of the QMS, developing and periodically...