Job Description

Qualifications
A. Minimum Education Requirement

• Degree in any discipline

B. Minimum Relevant Work Experience

• For Internal - Minimum 1-2 year of Quality Assistant Manager experience / Being in the TPMY team is desired

• For External - Minimum 3 years of Quality Leadership experience on papers

C. Minimum Skill Requirements
Responsibilities
Strategic Leadership
Develop and implement the overall QA strategy aligned with organizational goals.
Lead the QA department in setting quality benchmarks and performance standards.
Drive continuous improvement initiatives across customer service operations. Team Management and Development Oversee recruitment, training, and performance management of QA personnel.
Mentor and coach QA leads and team members to build a high-performing team.
Foster a culture of accountability, collaboration, and professional growth. Operational Excellence Ensure QA processes are standardized, documented, and consistently followed.
Monitor and analyze QA metrics to identify trends and areas for improvement.
Coordinate with operations to ensure quality targets are met or exceeded. Cross-Functional Collaboration
Work closely with client services, training, and operations to align QA objectives.
Represent QA in client meetings and provide insights on quality performance.
Collaborate with IT and analytics teams to enhance QA tools and reporting. Risk Management and Compliance
Ensure compliance with client requirements, industry standards, and regulations.
Identify quality risks and implement mitigation plans proactively.
Lead internal audits and support external quality assessments. Innovation and Technology
Evaluate and implement new QA technologies and methodologies.
Champion automation and AI-driven solutions to enhance QA efficiency.
Stay updated on industry trends and integrate best practices into QA programs.

Skills Required