Reports to: Senior Quality Manager

JOB SUMMARY:

Lead a QA team to meet and exceed business objectives, ensuring operational and quality metrics are consistently achieved.

RESPONSIBILITIES:

• Responsible for implementation and maintenance of all quality and other metric improvement programs, including the Quality Management System (QMS) model at account level.
• Responsible for the quality analysts and their development/performance.
• Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all the QA team, encouraging feedback and sharing of ideas and best practice.
• Maintain an environment that supports the spirit of teamwork, where they are committed, loyal and take pride on working for the company.

EDUCATION:

• Four-year college degree in a business-related field or equivalent experience.

EXPERIENCE:

• 2+ years of industry-related experience, ideally including a combination of call center, project management and quality experience, with Statistical process control, personnel management and quality monitoring experience preferred.

SKILLS REQUIRED:

• In-depth ability to understand operations.
• Demonstrates flexibility and adaptability to change in the work environment.
• Must have excellent presentation skills in group and individual settings.
• Research, reporting and analytical skills, including sound ability to use PC applications (Windows, Excel, Access, Word, PowerPoint, e-mail and Internet). 
• Excellent written and oral communication skills, including proper grammar.
• Organizational and time management skills. 

KNOWLEDGE AND ABILITIES:

• Ability to work in a dynamic, fast-paced environment. 
• Fundamental understanding of statistical process analysis. 
•             Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients. 
•             Solid understanding of math principles, charts and graphs.
•             Ability to provide direction and coaching to Quality Analysts and Quality Analysts Track Trainees. 
•             Ability to lead and facilitate teams in quality-related activities.