Manager - Quality

We're Hiring:
Manager - Quality
Step into a leadership role where you'll drive performance, optimize operations, and inspire a high-performing team to success.

JOB DESCRIPTION:

Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices.
Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.
Participation in internal and external (client) calibration.
Handling a team of Quality Assurance Senior Executives / Executives - Creating and maintaining weekly and monthly targets
Maintaining and Improving CSAT for the process
Creating and identifying TNI’s for the process
Creating action plan for the repeat defaulters and bottom quartile
Creating and presenting performance dashboards – weekly and monthly
Conducting development trainings for the QA’s and process associates
Work on RCA for all the low scores received on the CSAT surveys
To work towards ensuring the resources are utilized to the maximum
Lead calibration sessions and share report with the internal stakeholders
Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to minimize error opportunities.
Responsible for conducting process level analysis - root cause analysis, trend analysis, training need analysis for the process, etc. and designed plan of action to minimize the errors/ defects.
Designing new templates, dashboard, and matrix to measure team performance.
Training on QMS, data analysis, and Basic quality tools to enhance process improvement ability
Adhering and meeting the SLA's and the contractual obligation for the processes operating from all the location.
Management of Process Audits and Business Performance reviews

QUALIFICATIONS:

College Level: undergraduates are welcome to apply
Must have at least 2-year experience as QA Manager
Background in Travel & Hospitality, preferred, but must have at least insights in Travel transactions such as utilization of Travel apps & Travel promotions, etc.
Knowledge on QA Tools is a must
Presentation Skills
Client Management Skills
Analytical Skills; must have extensive RCA background
Amenable to work on-site in Pavia, Iloilo
Amenable with shifting schedules

If you're ready to lead with impact and thrive in a fast-paced environment, apply today and be part of our dynamic - growing team!
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