The Senior Manager Quality Assurance will be responsible for gathering client requirements, developing and implementing quality assurance (QA) plans, and supporting the migration team in ensuring the successful transition of new client processes. The role requires extensive interaction with clients to establish Service Level Agreements (SLAs), benchmark processes, and drive continuous improvement initiatives. The individual will also provide Subject Matter Expert (SME) support for improvement projects.
Essential Job Functions
- Gather client requirements during Due Diligence and develop a comprehensive QA plan.
- Support the migration team in implementing new client processes and ensuring consistent delivery of the QA program.
- Interact extensively with clients to capture all requirements and assist in setting up SLAs, benchmarking processes, and defining baseline performance metrics and targets.
- Provide SME support for all improvement projects.
- Minimum of 8 years of total work experience.
- At least 4 years of relevant experience in the BPO/ITES industry.
- Numerical ability.
- Proficiency in MS Office.
- Logical reasoning skills.
- Strong analytical skills.
- Measurement and analysis expertise.
- Experience with Minitab.
- Experience with Power BI.
- Excellent oral communication and presentation skills.
- Superior written communication skills.
- Strong stakeholder management abilities.
- Project management skills to drive improvement projects and initiatives.
- Strong teamwork capabilities.
- Attention to detail.
- Ability to coach and provide continuous feedback.
- Problem-solving skills.
- Strong written and verbal communication skills.
- Ability to resolve conflicts constructively and lead in a dynamic environment.
- Effective stakeholder management.
- Six Sigma Green Belt trained/certified.
- COPC (preferred).
- CMMI (preferred).
- Training or exposure in Generative AI (GenAI), Robotic Process Automation (RPA), and Design Thinking.
