Senior Quality Assurance Manager

2 weeks ago


Manila, National Capital Region, Philippines IntouchCX Full time

We are seeking a Senior Manager of Quality Assurance to join our team at IntouchCX. As the ideal candidate, you will be responsible for designing, implementing, and monitoring quality assurance formats and standards.

Key responsibilities include being the point of contact between the team and senior management for effective communication on key deliverables, designing, approving, and evaluating all training programs and training materials, and meeting client-agreed KPIs and performance goals.

You will also conduct and analyze Training Needs Analysis (TNA) for the Quality Assurance team, provide quarterly/annual training plans to develop Quality Assurance skills, and provide feedback to section managers on training/coaching requirements for their employees.

In addition, you will provide external training budget estimates for management approval, coordinate with the Operations team to ensure all required KPIs are met, and identify areas of development and underperformance, taking corrective actions as needed.



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