Senior QA Manager
6 days ago
About the Opportunity
We are seeking an experienced Quality Assurance Lead to join our team at Security Bank Corporation.
Key Responsibilities
- Policies and Procedures – Develops, maintains, and updates QA policies, procedures, and tools to ensure compliance with quality standards and best practices.
- Reviews and Reporting - Conducts monthly quality assurance reviews, calibrations, and assessments for BBS, ensuring effective implementation and consistent scoring.
- Training and Development - Develops and conducts training modules for Quality Assurance Officers to ensure their competency and development.
- Service Complaints and Dispute Resolution - Investigates service complaints from clients and ensures timely resolution.
- Process Improvement - Regularly reviews and updates operational policies, processes, and guidelines to ensure audits comply with the latest standards.
Requirements
- Bachelor's degree in Business Administration/Management/Accountancy or any Business Course, Accountancy, Statistics, Industrial Engineering.
- At least 5-10 years of experience preferably in Quality Assurance, Customer Service, Contact Center Operations, Audit, Project Management, Banking and Finance, Financial Technology.
- Solid understanding of audit concepts and regulatory requirements.
- Working knowledge of Excel, Minitab & Power BI. Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset.
- Analytical thinking, problem-solving, and adaptability.
- Team leadership, customer service orientation, and communication skills.
- Commitment to quality, initiative, and continuous improvement.
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