The Quality Assurance Manager is pivotal in upholding and enhancing service quality across the organization. This role involves leading the Quality Assurance department, overseeing audit processes, managing a team of Quality Auditors and the QA Coordinator, and ensuring compliance with client specifications and industry standards. The QA Manager collaborates closely with the Training & QA Director LATAM to drive continuous improvement initiatives and optimize quality assurance practices. **Key Responsibilities**: - **Quality Management System Development**:Design, implement, and maintain comprehensive quality management systems to ensure consistent service delivery that meets or exceeds client expectations. - **Audit Oversight**:Supervise and coordinate all client audits, ensuring adherence to quality standards and client specifications. *** - **Team Leadership**:Lead, mentor, and support a team of Quality Auditors and the QA Coordinator, fostering a culture of excellence and continuous improvement. *** - **Data Analysis & Reporting**:Analyze quality data to identify trends, generate insightful reports, and present findings to stakeholders, facilitating informed decision-making. - **Client Compliance**:Ensure all quality assurance processes comply with client requirements and industry standards, promptly addressing any deviations. - **Stakeholder Communication**:Collaborate with internal teams and client representatives to communicate quality findings, recommendations, and implement improvements. **Continuous Improvement Responsibilities**: - **Process Optimization**:Identify gaps and areas for improvement within quality assurance processes to enhance efficiency and service quality. *** - **Implementation of Best Practices**:Work with the Training & QA Director LATAM to implement improvement strategies and best practices across all accounts. *** - **Team Development**:Promote a culture of continuous quality improvement among the Quality Assurance team through training, feedback, and professional development opportunities. *** **Qualifications**: - **Experience**:Minimum of 5 years in quality assurance roles, with at least 2 years in a supervisory or managerial position within the BPO industry. *** - **Education**:Bachelor’s degree in Quality Management, Business Administration, Engineering, or a related field. *** - **Certifications**:Certification in quality management systems (e.g., ISO 9001) or methodologies such as Six Sigma is preferred. *** **Skills Required**: - **Leadership**:Proven ability to lead and develop teams, fostering a collaborative and high-performance work environment.*** - **Analytical Skills**:Strong proficiency in data analysis, with the ability to interpret complex data sets and generate actionable insights. *** - **Communication**:Excellent verbal and written communication skills, capable of conveying complex information clearly to various stakeholders. *** - **Attention to Detail**:Meticulous attention to detail, ensuring all quality standards and compliance requirements are consistently met. *** - **Time Management**:Exceptional organizational skills with the ability to prioritize tasks and manage multiple projects effectively. *** - **Language Proficiency**:Fluent in English at an upper-intermediate level (B2) to facilitate effective communication with clients and international teams. **Additional Skills (Preferred but not Required)**: - Familiarity with data visualization tools (e.g., Power BI, Tableau) and quality management software. *** - Experience in implementing continuous improvement strategies, such as Lean or Six Sigma methodologies.