Manager, Quality Assurance

Position Title Manager, Quality Assurance

Reports To Senior Manager, Quality Assurance & Delivery Role Purpose Lead, drive and monitor Quality Assurance team and ensure efficient and effective implementation of service quality assurance plans with highest integrity, accuracy, and ethical standards.

Key Accountability

• Service Quality Assurance (SQA) Planning and Management: Conducting regular service quality assurance across all MAG pillar to ensure adherence to Group Customer Experience blueprint strategy and standards.
• Service Quality Assurance Execution: Independently evaluating quality and performance across all touchpoints using KPIs benchmarked against industry best practices and organizational goals.
• SQA Framework Maintenance: Regularly updating the SQA framework to incorporate learnings from VOC and updates in product/service policies.
• SQA Training Program Development: Leading the creation of a comprehensive training program for SQA audit staff, focusing on continuous learning, coaching, and professional growth.
• Engagement with Management and Business Units: Keeping open lines of communication with management and business units to discuss and report on service issues.
• SQA Standards Upholding: Establishing and maintaining high service quality standards that reflect the organization's brand and meet customer expectations.
• Continuous Service Quality Enhancement: Refining audit processes through evaluations for service delivery improvement, which may include process optimizations, technology updates, or procedural adjustments.
• Monitoring Mechanisms Implementation: Setting up continuous service quality assessment methods such as (but not limited to) customer surveys, feedback analysis, and mystery shopping within the QA Department's purview.
• Leadership and Team Development: Leading the QA team towards excellence and improvement, setting objectives, fostering teamwork, and ensuring regular training.

Qualifications

• Diploma or Degree in any relevant field.
• Minimum 7 years of working experience in Quality Assurance, team management, customer experience and engagement.

Skills & Knowledge

• Experienced in executing and maintaining QA strategies and process improvements.
• Experience in managing customer experience to enhance satisfaction.
• Proficiency in using data analysis for service quality improvements.
• Strong project management skills in executing QA initiatives.
• Experience in leading training programs for QA team, and engagement with Business Units to guide on SQA findings.

Key Challenges

• Analytical thinker with the ability to uncover insights for quality improvement.
• Excellent communicator, skilled in both written and verbal communication.
• Effective leader, motivating teams towards service quality goals.
• Skilled problem-solver, adept at finding solutions in pressure situations.
• Agile and adaptable, embracing changes and new technologies for improvement.
• Detail-oriented, ensuring high-quality customer interactions.
• Customer-focused, prioritizing satisfaction and experience.