Senior Quality Assurance Director

9 hours ago

Pasay, National Capital Region, Philippines Growthfn Full time
Job Description

Growthfn is seeking a highly skilled Senior Quality Assurance Director to join our team. In this role, you will be responsible for developing and implementing quality assurance systems and processes to ensure customer satisfaction and compliance with client requirements.

About the Role

This is a leadership position that involves collaborating with multiple stakeholders to identify quality gaps and implement improvements. You will lead a team of quality analysts, ensuring alignment with organizational goals and fostering a culture of continuous improvement and high performance within the QA team.

Key Responsibilities:
  • Quality Assurance Strategy and Implementation:
    • Develop and implement QA frameworks, policies, and procedures aligned with client expectations and company goals.
    • Monitor adherence to quality standards and compliance requirements across operations.
    • Design and update quality scorecards, checklists, and evaluation tools.
  • Performance Monitoring and Analysis:
    • Oversee regular audits and evaluations of calls, chats, emails, or other customer interactions.
    • Analyze quality trends and identify areas for improvement.
    • Generate detailed reports on quality metrics, providing actionable insights for process optimization.
  • Team Management and Leadership:
    • Lead, mentor, and manage a team of QA analysts, ensuring alignment with organizational goals.
    • Conduct regular training sessions to enhance team expertise in quality assurance methodologies.
  • Client and Stakeholder Collaboration:
    • Act as the primary point of contact for client concerns regarding quality issues.
    • Collaborate with operations, training, and other departments to address quality challenges.
  • Process Improvement:
    • Identify and recommend enhancements to workflows, systems, and customer interactions.
    • Implement corrective actions and preventive measures to address recurring quality issues.
  • Compliance and Risk Management:
    • Ensure compliance with industry regulations, data security standards, and client-specific requirements.
    • Monitor and address any risks related to quality and operational efficiency.
Qualifications:
  • Bachelor's degree in Business Administration, Management, or a related field.
  • Minimum of 3-5 years of experience in quality assurance within a BPO or contact center environment.
  • Proven track record of managing QA teams and driving quality improvements.
  • Strong analytical and problem-solving abilities.
  • Excellent leadership, communication, and interpersonal skills.
  • Proficient in QA tools, CRM systems, and performance tracking software.
  • Ability to work under pressure and meet tight deadlines.

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