Quality Assurance-Engagement Manager

Job Description

• Deliver highly effective quality assurance processes and performance metrics to ensure quality related to marketing campaign processes and sales support activities
• Provide support in executing initiatives of operational excellence in the form of reporting and process improvements.
• Ensure that all compliances, both regulatory and corporate, are followed precisely by delivery team
• Conduce audits and ensure audit findings are addressed by service delivery manager and leadership
• Integrate Quality Management System to the standard operating procedures to ensure continuous monitoring and course correction
• Assist in developing corrective action plans post internal or external audit
• Work with leadership assure adequate corrective actions are implemented. Standardize tracking and trending of deviations and corrective actions among different service delivery sites so there is consistency and high- level metrics for each
• Assist in the drafting of SOPs and other documents for use in day-to-day operations
• Participate in internal team meetings and stay updated on the requests from clients
• Understand the cross functional capabilities and suggest new ideas that improvise the existing processes
• Play an instrumental role in participating in review of standards, procedures, tools, and process
• Implement quality assurance standards and provide accurate feedback
• On-board new and retrain existing users in the marketing campaigns and MDF processes
• Analyse the requirements and identify the needs of test plan/cases/user scenarios based on the functionality and requirement
• Regular reporting on the sales support activities and process outcomes
• Regular reporting on repetitive errors & logs

Primary Skills

• Capable of quick learning and delivering quality solutions as an individual and as part of the team
• Excellent communication skills, both written and verbal
• Strong computer skills and knowledge of QA applications
• Strong analytical and problem-solving skills
• Meticulous attention to detail
• Strong lean six sigma and process excellence skills; green belt or black belt qualification would be advantageous
• Experience in using the Microsoft Office suite with good Excel and PowerPoint skills

Secondary Skills