Program Manager
Qualifications :
- Experience :
- Minimum of 10+ years in program management, with a focus on quality assurance.
- Proven track record of successfully building and managing quality programs.
- Familiarity with quality assurance processes and vendor management
- Experience working with outsource / managed service delivery partners
- Experience working in a customer facing organization
- Skills :
- Excellent communication and leadership abilities.
- Strong collaboration skills across teams.
- Analytical mindset with attention to detail.
- Knowledge of quality management frameworks (e.g., ISO 9001).
- Certifications (one or more) :
- Certified Quality Manager (CQM)
- Certified Quality Auditor (CQA)
- Project Management Professional (PMP)
- Education : Bachelor’s degree in Business Administration, Quality Management, or related field. Master’s degree preferred.
Job Description
Quality Assurance Program Manager
The Quality Assurance Program Manager will lead the development and maintenance of a robust quality assurance program for delivery partners providing customer support services.
This role is pivotal in ensuring the highest standards of quality, efficiency, and compliance across our vendor ecosystem.
Responsibilities :
- Quality Assurance Program Development :
- Create, implement, and oversee a comprehensive quality assurance program specifically tailored to vendor-provided customer support for enterprise customers.
- Establish clear standards, processes, and metrics to evaluate vendor performance and adherence to quality protocols.
- Vendor Relationship Management :
- Collaborate closely with vendor management teams to define quality requirements and expectations.
- Conduct regular assessments and audits to verify compliance with quality standards.
- Process Improvement :
- Continuously enhance quality processes, streamline workflows, and optimize efficiency.
- Implement best practices to drive quality improvements.
- Effective Communication :
- Provide regular updates to senior leadership on program status, risks, and improvements.
- Clearly communicate quality requirements to vendors and internal stakeholders.
- Collaboration and Training :
- Collaborate with cross-functional teams to ensure alignment on quality goals.
- Partner with training and readiness teams based on quality program intelligence on areas of opportunity
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