Quality Auditing Senior Manager

Key Responsibilities:

• Lead Quality, Training, and Policy teams to ensure strategic alignment across operations.
• Analyze and solve moderately complex problems, adapting and creating solutions as needed.
• Use data-driven root cause analysis and performance metrics to identify trends, inform decisions, and guide continuous improvement.
• Drive team performance and accountability by setting clear expectations and ensuring consistent execution of KPIs and SLAs.
• Champion a culture of quality and innovation by implementing process enhancements, preventative strategies, and lean methodologies across projects.
• Monitor and evaluate team quality performance against established frameworks and organizational standards.
• Facilitate calibration and alignment sessions to maintain consistency, objectivity, and adherence to best practices.
• Provide strong leadership and people development, including coaching, mentoring, career growth support, and performance management.
• Act as a senior Subject Matter Expert (SME) for QA processes, training methodology, policy compliance, and lean practices.
• Lead change management initiatives, guiding teams through policy updates, process changes, and new tool implementations with minimal disruption.
• Identify opportunities for business improvement and implement lean strategies to optimize processes and enhance operational efficiency.
• Interact with supervisors, peers, and client stakeholders, ensuring alignment with strategic goals.

Qualifications:

• Bachelor's degree or equivalent work experience.
• Minimum 10 years of total work experience, including 3 years of experience leading teams.
• Experience in Quality Assurance (QA) and Service Desk or Call Centre operations.
• Familiarity with training methods, tools, and techniques.
• Strong proficiency in English, both written and verbal.
• Proven experience in team management and strong problem-solving and decision-making skills.
• Ability to drive performance and accountability through KPIs and SLAs.
• Data-driven mindset with proven experience in root cause analysis and continuous improvement.
• Solid knowledge of business improvement strategies and lean principles, with a track record of implementing process optimization initiatives.
• Certified Green or Black Blet.
• PMP / Prince Certification & Agile practitioner will be an added advantage.