QUALITY ASSURANCE LEAD FOR BPO/CALL CENTER

Work Set-Up: On-site Work Set-Up

Shift schedule: Night Shift

Salary Offer: 50-65k package

Key Responsibilities

• Lead and manage the QA team to ensure compliance with quality standards and organizational goals.
• Develop, implement, and continuously improve QA processes, methodologies, and tools.
• Conduct quality audits and monitor team performance to identify areas for improvement.
• Collaborate with cross-functional teams to address quality gaps and recommend process enhancements.
• Utilize data analytics to identify trends, root causes of quality issues, and performance improvement opportunities.
• Ensure alignment of QA processes with client and regulatory requirements, particularly in collections or financial accounts.
• Provide training, mentorship, and support to QA team members to foster professional growth.
• Prepare and present quality reports and insights to stakeholders, highlighting key performance metrics and improvement initiatives.
• Champion continuous improvement frameworks, such as Six Sigma, Lean, or similar methodologies, to drive process efficiency.

Qualifications

Education and Certifications

• Bachelor's degree in Business, Finance, Analytics, or a related field.
• Six Sigma Certification (Green Belt or higher) or equivalent continuous improvement certification is highly preferred.

Experience

• 5+ years of experience in Quality Assurance, with at least 2 years in a leadership role.
• Proven experience in collections, financial accounts, or similar domains is preferred.
• Strong background in data analytics and experience with tools such as Excel, Tableau, Power BI, or similar platforms.

Skills

• In-depth understanding of QA principles, methodologies, and best practices.
• Excellent analytical and problem-solving skills with the ability to interpret complex data.
• Strong leadership and interpersonal skills to manage teams and collaborate across departments.
• Exceptional communication skills, both written and verbal.
• Detail-oriented with a focus on maintaining high-quality standards.

Please refer to job description.