Senior Quality Assurance Manager

You will be responsible for leading a multi-faceted independent quality evaluation process to measure quality across multiple sources and provide insights from the operation. Your role will involve effectively managing and mentoring a team responsible for diverse workflows, Quality channels, and global stakeholders. It will be crucial for you to drive accountability within the teams to meet quality performance goals and ensure program standards are consistently met on a week-over-week basis. Additionally, you will need to assess and prioritize the top-quality issues affecting the teams across all decision-making channels. Collaboration with internal and external stakeholders to build scalable quality systems that enable efficient monitoring of decision accuracy and prompt identification of overall user experience issues will also be a key part of your responsibilities. Your focus will be on driving a proactive outcome and insight environment to continuously improve and deliver an outstanding customer experience across the program. Furthermore, you will be expected to aggregate audit findings, analyze gaps in processes, and identify innovative ways to solve problems upstream, thereby improving customer experience and driving higher efficiency. Your role will involve optimizing program operations with a focus on process management, key strategic initiatives, and bringing forth ideas with tangible actions to enhance business performance. Forecasting and capacity planning to meet business requirements and ensure continuity will also be a part of your responsibilities. In addition, you will proactively share existing bottlenecks and challenges with quantified impact on operations to facilitate appropriate prioritization. Your ability to clearly outline current performance drivers and actions to improve will be crucial in this role. You will also be responsible for managing client communication and leading all business reviews, including WBRs, MBRs, and QBRs. For this role, you should ideally have a minimum of 15 years of diverse experience in a scalable quality operations environment, with a proven track record of managing internal and external stakeholders to drive results. Strong critical and analytical thinking skills, along with an entrepreneurial and proactive mindset, will be essential. Experience with customer outcome and insight focus, excellent collaboration skills, and the ability to adapt to a fast-paced, international work environment will be highly valued. Exceptional communication and presentation skills, fluency in English, effective task prioritization and time management abilities, as well as a proven ability to break down complex processes and identify key pain points for business improvements will be key qualifications for this role. Having a quality certification (e.g., Lean Six Sigma, TQM, etc.) and/or a project management certification (PMP, Prince2, etc.) will be considered a plus for this position.,