Quality Assurance Manager

Qualifications:

• Experience: Minimum 1-2 years of direct people leadership experience in a management (TL/Sr. TL and above) role (Quality Management experience is a plus)
• Industry Knowledge: Deep understanding of call center operations, financial services products, and regulatory frameworks governing the industry. Familiarity with best practices in quality assurance and customer experience management.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and draw actionable insights to inform decision-making and strategy development.
• Communication Skills: Excellent communication and presentation skills, with the ability to articulate complex ideas clearly and effectively to diverse audiences, including senior executives and frontline staff.
• Leadership Abilities: Effective leadership skills with the ability to inspire and motivate cross-functional teams towards common quality objectives. Proven ability to drive change and influence stakeholders at all levels of the organization.
• Adaptability: Flexibility to work in a dynamic and fast-paced environment, with the agility to adapt to changing priorities and business requirements. Ability to work cross-functionally in a global, multicultural environment and ability to travel.
• Education: A bachelor's degree in business administration, finance, or a related field is typically required. Additional certifications in quality management or relevant areas such as Six Sigma or Lean Management are advantageous.

Responsibilities

• Monitoring Quality Metrics: Regularly monitor and analyze key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), and others relevant to the finance services program.
• Quality Assurance Processes: Monitor and manage a robust quality assurance framework, with processes and procedures tailored to the specific requirements of each LOB and region.
• Performance Reporting: Generate comprehensive reports on quality performance, trends, and areas for improvement. Present findings to senior management and stakeholders, highlighting successes and recommending actionable insights to enhance service delivery.
• Training and Coaching: Collaborate with training teams to identify skill gaps and develop training modules focused on improving customer service quality. Provide regular coaching and feedback sessions to direct reports (QA Team Leaders) to enhance their performance and adherence to quality standards.
• Root Cause Analysis: Conduct root cause analysis on quality issues and customer complaints to identify underlying problems or systemic issues. Work closely with operational teams to implement corrective actions and preventive measures.
• Process Improvement: Continuously assess and refine existing processes and workflows to optimize efficiency and customer satisfaction. Propose and implement innovative solutions to address emerging challenges and capitalize on opportunities for improveme
• Cross-functional Collaboration: Foster strong relationships with stakeholders across different functions, including Operations, Training, WFM. Collaborate closely with these teams to ensure alignment of quality initiatives with overall business objectives.