Business Quality assurance Manager

Business Quality Assurance Manager

Who we are looking for :

This role requires an individual who is highly skilled in quality assurance (QA) and audit practices, process improvement, case investigation, monitoring, tracking, and reporting. It requires seeing and understanding the big picture so that all outcomes are aligned to WIS quality assurance, audit standards and regulatory compliance. The individual should have hands on process related work experience.

This is a newly created role and would require setting up standards for the business for calls, emails and other means of communication. The role will also requires training staff to gold standard and continuous monitoring there after.   

Job Respnsibilities :

• Setting up the WIS quality assurance standards manual Training staff on standards required Conducts task related quality assurance checks to ensure department level compliance to WIS quality assurance standards. Monitor emails, phone calls and communication that takes place withing the business. Conduct regular customer surveys in a view to improve service standards Conducts end to end case audits to ensure adherence to WIS quality standards and compliance to external regulators. Conducts case investigations to facilitate complaint resolutions. Conducts departmental audits Deep analysis of processes to identify areas of improvements. Monitor and report on within-process departmental quality assurance activities and provide recommendations on enhancing current systems. Assists complaint resolution process through complaints acknowledgements, resolutions, tracking, monitoring and reporting. Adhere to agreed personal SLAs to ensure timely deliverables. Must be able to multitask and have a can do positive attitude. Must be able to see the big picture and possess the ability to work independently.

Requirement & Experience

• Degree in a related field of quality assurance, compliance, mathematics, or business management preferred. Minimum 5 years experience in a previous quality assurance role where individual can demonstrate experience in two or more of the following areas: audits, compliance, process improvements, process augmentation, process manual control, complaints resolution. Logical and quantitative thinker, numeracy, with an ability to problem solve with statistical inference. Highly experienced in Microsoft Excel and Office Packages, with demonstrated analytical and organizational skills. Preferred experience with Excel spreadsheet report generation, including pivot tables. Strong written and verbal communication skills is a must. Above average skill in telephone communications and controlling difficult conversations required. Unbreakable ethics and integrity in dealing with customer sensitive information a must. Ability to work in a fast-paced environment with minimal management oversight and excellent time management skills.

Benefits:

• Salary package up to Rs. 135,000+ based on experience (Please indicate salary expectation in cover letter)
• Travel Allowance
• Performance based bonus up to 2-month salary after confirmation
• Medical Insurance