Quality Assurance Manager (BOG)

Quality Assurance Manager  (BOG)

Position Summary

The Quality Assurance Manager is responsible for coordinating and managing quality analysts and associates to ensure compliance with client procedures, standards, and metrics, while identifying areas for improvement. This role develops quality strategies, prepares and trains the QA team, manages performance, and creates feedback mechanisms and projections to address opportunities and drive operational excellence.

Key Responsibilities

Create and implement company-wide quality standards.

Monitor, review, and enforce QA policies and procedures to meet objectives.

Train, coach, and motivate employees to consistently achieve quality standards.

Contribute to data analysis to support quality assurance operational goals.

Prepare and manage annual budgets, estimating requirements and scheduling expenditures.

Develop QA plans by conducting hazard analyses and monitoring procedures.

Establish product specifications and validate quality attributes.

Support recruitment efforts during the hiring of quality specialists.

Analyze Customer Satisfaction Scores (CSAT) and report findings to the Director of Operations.

Conduct audits (product, company, system, and compliance) to ensure continuous improvement.

Prepare QA documentation and reports by collecting, analyzing, and summarizing data and trends.

Recommend process improvements to Operations and Quality teams to enhance performance and efficiency.

Required Skills & Abilities

Strong ability to present and communicate initiatives, results, and data.

Proven track record in managing and mentoring QA teams.

Bilingual : fluent in English and Spanish (written and spoken).

Strong relationship-building skills with employees and stakeholders.

Ability to design and implement processes from scratch.

Comfortable working in a fast-paced, dynamic environment.

Skilled at coordinating with multiple departments and organizational levels.

Ability to manage diverse projects and multiple priorities simultaneously.

Education & Experience

Advanced, near-native English proficiency.

Bachelors degree in Business Administration, Statistics, or a related field.

5+ years of experience as a Quality Manager in the BPO industry.

3+ years of leadership experience.