Operations Quality Assurance Manager
3 weeks ago
Job Summary
VikingCloud is seeking an experienced Operations Manager for Quality to oversee the quality assurance operations of our 24/7 process. This role involves managing Quality Analysts, Functional Trainers, Team Leads, and ensuring the highest standards of quality and compliance are met across all operations.
Key Responsibilities
- Team Management: Lead, mentor, and manage a team of Quality Analysts, Functional Trainers, and Team Leads. Ensure they are well-equipped, motivated, and aligned with company goals.
- Quality Assurance: Develop, implement, and maintain quality assurance protocols and procedures. Ensure all operations meet the highest standards of quality and compliance.
- Training and Development: Oversee the design, implementation, and effectiveness of training programs. Ensure continuous development and upskilling of the team to meet evolving business needs.
- Performance Monitoring: Establish performance metrics and monitor the performance of the quality team. Provide regular feedback, conduct performance reviews, and implement improvement plans where necessary.
- Process Improvement: Identify areas for process improvement and implement changes to enhance efficiency, productivity, and quality. Utilize data and feedback to drive continuous improvement initiatives.
- Compliance Management: Ensure all operations comply with industry standards, regulations, and company policies. Stay updated with the latest trends and developments in IT security and compliance.
- Reporting: Prepare and present regular reports on quality performance, training outcomes, and process improvements to senior management.
Requirements
- Bachelor's degree in Business Administration, IT, or a related field. A master's degree is preferred.
- Proven experience as an Operations Manager, Quality Manager (At Contact Center/ Customer Service), or similar role in a 24/7 operational environment.
- Strong understanding of quality assurance principles, methodologies, and tools at Contact Centers.
- Experience in the IT security, Contact Center and/or compliance sector is highly desirable.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities. Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Proficiency in using quality management software and tools.
- 5 to 10 years of experience in operations management or a related area.
- Familiarity with industry concepts, practices, and procedures.
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