Manager - Quality Assurance & Quality Control
About the role
We are seeking a Manager – Quality Assurance / Quality Control to establish, implement and maintain quality standards across the Business Services portfolio. The role ensures service delivery consistently meets client requirements, contractual SLAs, KPIs and internal standards, and drives continuous improvement in service quality, operational compliance and client satisfaction.
What we're looking for
Qualifications & Experience
- Bachelor’s degree in Quality Management, Business Administration, Operations Management, Engineering, Management or a related field.
- Professional certification in Quality Management, Process Improvement, Lean Six Sigma, ISO or a related discipline preferred.
- 7+ years of relevant experience in Quality Assurance, Quality Control, Operations Excellence, Process Improvement or Service Quality.
- Experience in outsourcing, managed services, BPO, staffing, facilities management or shared services preferred.
- Demonstrated experience developing quality management frameworks, audit programs and operational controls.
- Strong experience in SLA/KPI monitoring, process audits, root-cause analysis and CAPA management.
- Proficiency in Microsoft Excel, Power BI or similar tools preferred; experience with quality management systems, CRM or workflow tracking platforms preferred.
- Quality orientation, strong attention to detail and process orientation.
- Analytical, data-driven thinking and strong problem-solving skills.
- Root-cause analysis and a continuous improvement mindset.
- Strong communication, report-writing and presentation skills.
- Stakeholder management and client focus, with the ability to influence without direct authority.
- Accountability, decision-making ability, planning and organizational skills.
- Collaboration, persistence and follow-through.
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