Quality Assurance Manager
Full Time
Job Description
- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.
- Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Identify and develop individualized and group training plans to address varying needs.
- Effectively communicate updates and developments with team members, trainers and management.
- Produce statistical reports and insights on quality performance.
- Calibrate and certify Inhouse and Outsource trainers and subject matter experts.
Required Knowledge, Skills, and Abilities
- Be responsible for the initial SOP setup, local language translation, system and process test to meet the launch readiness requirements when business expands to new countries.
- BA/BS degree or equivalent practical experience.
- 3-5 years experience in quality and training, preferably within Customer Service.
- Eager to learn, initiative taker and problem-solver.
- Excellent written, verbal and interpersonal communication skills.
- Experienced in developing and executing training programs.
- Excellent skills for communicating and relating with both team members and customers.
- Good written and verbal communication skills in English & Polish.
- Experience in eCommerce or marketplace platforms is a plus.
- Need to work over time during campaigns and promotional seasons.
- Work comfortably with Microsoft Word and Excel.
Reference no: 90790