Location:
Pampanga
Job Overview:
A Quality Assurance Supervisor (QAS) is a key professional responsible for overseeing and ensuring the quality of products or services within an organization. Their role involves managing and implementing quality assurance processes, procedures, and standards to meet industry regulations and customer expectations
Responsibilities:
- Quality Management: Develop and implement quality assurance policies, procedures, and standards to ensure products or services meet defined quality criteria.
- Team Leadership: Supervise and lead a team of QA professionals, providing guidance, training, and support to ensure effective quality control processes.
- Process Improvement: Identify opportunities for process optimization and efficiency, making recommendations for changes and implementing improvements to enhance overall quality.
- Quality Audits: Conduct internal and external audits to ensure compliance with quality standards, industry regulations, and best practices.
- Documentation: Maintain accurate and comprehensive quality documentation, including reports, procedures, and records.
- Testing and Inspection: Oversee and participate in quality testing and inspection activities to identify defects, inconsistencies, or non-compliance with established standards.
- Root Cause Analysis: Investigate the causes of quality issues or defects, determine corrective actions, and implement measures to prevent recurrence.
- Training: Provide training to team members and relevant departments on quality standards, procedures, and best practices.
- Customer Feedback Analysis: Monitor and analyze customer feedback, complaints, and concerns to identify areas for quality improvement.
- Collaboration: Collaborate with cross-functional teams, including production, engineering, and management, to ensure alignment on quality objectives and standards.
Qualifications:
- Preferably with 2 years of Quality Assurance experience in a contact center field or equivalent
- Focus on quality and customer service
- Exceptional listening and analytical skills
- Must be able to effectively deal with people at all levels inside and outside of the Company
- Strong understanding of industry-specific quality standards, regulations, and best practices.
- Bachelor’s degree in a relevant field such as quality management, engineering, or a related discipline.
- Excellent communication and interpersonal skills to effectively convey quality standards and collaborate with various teams. Must be proficient with Microsoft Office (intermediate Word, basic Excel)
- Amenable to work on shifting schedules, during holidays, and extended hours if needed