Quality Analyst Team Manager

The Quality Analyst Team Manager looks after the overall activities of the program Quality Analyst (QA) Team that includes:

• QA Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
• Champions program implementation of Continuous Improvement Framework
• Own deployment and completion of QA delivery plan for the program
• Observations and Quality Analyst (survey) results to improve performance
• Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
• Manage team productivity and effectiveness using a structured approach to manage performance
• Deliver process-level insights to stakeholders and have expertise in data analysis using QA
• Execute people development initiatives for QA Specialists using standard practices and provide an opportunity for team members to constantly improve
• Responsible in communicating with all program stakeholders (clients/department heads and members) to represent QA Team

Function: Management
Experience Level: Associate