Position: Global Quality  Assurance Manager
Company: Helpware
Category: Other
Experience required: 5y
English level: fluent

Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.

About position

Oversees a team of supervisors/managers under the Customer Experience Department to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs and implements career development plans for direct reports. Responsible for final analysis and the review and approval of recommendations for improving the quality of service of Operations for the perusal of his immediate Manager and stakeholders. Generates internal and external client reports on QA data and analysis, provides recommendations, drives action plans in collaboration with various operations and operational support teams.

Skills and Qualifications:

Bachelor’s Degree in Engineering / Statistics / Information Technology / Management or other relevant fields
At least 5 years total working experience; 2 years experience in a supervisory capacity; 2 years experience in the Contact Center / BPO / IT industry
Working knowledge of Six Sigma and/or other process improvement frameworks (i.e. LEAN, Kaizen, ISO, COPC, CMMI, ITIL);
Strong Project Management Skills;
Strong skills in the use of MS Office applications (i.e. MS Word, Powerpoint, Excel, Project, Visio),
Proficiency in Minitab Statistical software
Good supervisory and people management skills;
Excellent oral and written communication skills; Presentation and Training skills;
Problem-Solving,
Decision-Making,
Analytical Skills and Strategic Thinking;
Adaptive to changing work schedules and working hours;
Customer orientation.
Results Oriented, Assertive, Diplomatic, Ethical, Professional.
Responsibilities:

Oversees the day-to-day operations of the Quality Team. Monitors and follows-up on tasks delegated to team members that directly affect the productivity, efficiency of operations for both client-specific and general departmental / company concerns.
Manages the Team by setting their weekly goals and specific tasks, subsequently monitoring their performance against these established goals / objectives.
Ensures that Client and Company requirements for Quality, as well as the program’s goals / objectives, are met with the contribution of the QA Team.
Oversees the generation of accurate reports drafted re: Quality matters before forwarding to the requisitioning party. Oversees the proper collation of data provided by various parties. Makes recommendations, as required, to address QA-specific issues / concerns. Ensures that reports are accurately processed, delivered, and documented following the company policies.
Advises customer experience & quality issues to the different units during meetings of key stakeholders. Reports auditing updates, discusses issues and identifies possible interventions with concerned departments
Designs and implements action plans, policies, and procedures to guarantee high CSAT performance of the company as directed by Management .
Coordinates with other departments for calibration and support as necessary.
Studies, designs and decides on the QA tools, e.g. QA audit forms and CTQ attributes, to be used for his program to ensure the company’s performance on QA metrics like CSAT
Attends and / or facilitates conference calls and meetings with clients, QA staff, and/or other internal departments regarding data and issues. Spearheads and / or attends meetings and conference calls to ensure accurate dissemination of QA-specific items
Coaches, mentors, conducts one-on-one discussions and manages the performance of QA team members regarding work ethics, productivity, KPIs and career growth.
Devises development plans, performance interventions, and career paths and prepares them to handle increased responsibilities.
Keeps abreast on departmental morale as derived from discussions with QA staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to illicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by QA team members.
Prepares the payroll files based of his/her direct reports’ attendance. Ensures the timely submission of payroll files to Compensation & Benefits for the on-time and accurate crediting of salaries.
Conducts interviews with applicants for QA staff positions.
Assesses applicants based on skills, work attitudes, and behaviors required to ensure that the CE team is comprised of competent and efficient team members.
Provides feedback to HR-Recruitment on the outcomes of applicant interviews.
Reviews and standardizes processes by implementing process management activities to meet service levels and optimize resources.
We offer:

Downtown Kyiv location in a modern office (10-minute walk from Kontraktova);
full remote
Competitive compensation linked to UAH/USD rate;
Medical and Life insurance after the trial period;
English classes with a native speaker;
Corporate training and parties.
We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

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