Quality Assurance Manager

3 days ago


Karachi, Sindh, Pakistan beBee Careers Full time

Operations Quality Assurance plays a crucial role in ensuring the delivery of high-quality services. As a key member of our team, you will be responsible for managing quality assurance, training, and program integrity.

Main Responsibilities:

  • Develop and implement quality requirements, standards, methodologies, and procedures to ensure compliance with industry regulations.
  • Monitor project results to determine adherence to quality standards and ensure timely delivery of project deliverables.
  • Work closely with operations managers to develop and monitor compliance with program improvement or corrective action plans.
  • Design and execute all training-related plans, processes, and procedures to enhance employee skills and knowledge.
  • Maintain up-to-date training materials and integrate business process and technology training.
  • Analyze reports and data to recommend changes for improved performance.
  • Participate in cross-functional activities across the organization and monitor agent performance.

Requirements:

  • Bachelor's degree or related field or equivalent experience.
  • Five years' experience in operations management and compliance.
  • Quality, project management, or auditing certification is preferred.
  • Experience in systems and operations implementation, as well as managing quality assurance activities for major programs or projects.
  • Ability to lead large project teams on complex business processes and possess working knowledge of security requirements especially related to HIPAA and privacy standards.
  • 5 years' experience managing a minimum of 20 direct or indirect employees with a proven track record of success.
  • Training experience in a Multi-Channel contact center environment including curriculum development and process reengineering.
  • Proficiency with new technology, software applications, and phone systems.
  • Strong relationship-building and collaboration skills in a highly matrixed environment.
  • Highly skilled in coaching, developing, and motivating employees towards achieving organizational goals and objectives.


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