Manager - Quality

Confidential; Pavia; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading company in quality assurance is seeking a Manager - Quality to optimize operations and drive performance in Pavia, Italy. The ideal candidate should have at least 2 years of experience in QA management, ideally within the Travel and Hospitality industry. Responsibilities include establishing QA processes, managing a team, and maintaining high standards of quality. Candidates must be analytical, possess strong presentation skills, and be amenable to on-site work. Join our dynamic team and make an impactful contribution.

Competenze

• Minimum 2 years of experience as QA Manager.
• Knowledge of QA Tools is essential.
• Must have insights into Travel transactions.

Mansioni

• Establish and evolve formal QA processes.
• Oversee all aspects of quality assurance.
• Handle a team of Quality Assurance Executives.
• Monitor overall process functioning and improvements.
• Conduct root cause analysis and design plans to minimize errors.

Conoscenze

Quality Assurance Management

Client Management Skills

Analytical Skills

Presentation Skills

Knowledge of QA Tools

Formazione

Undergraduate degree

Descrizione del lavoro

We're Hiring: Manager - Quality

Step into a leadership role where you'll drive performance, optimize operations, and inspire a high-performing team to success.

JOB DESCRIPTION:

• Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices.
• Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.
• Participation in internal and external (client) calibration.
• Handling a team of Quality Assurance Senior Executives / Executives - Creating and maintaining weekly and monthly targets
• Maintaining and Improving CSAT for the process
• Creating and identifying TNI’s for the process
• Creating action plan for the repeat defaulters and bottom quartile
• Creating and presenting performance dashboards – weekly and monthly
• Conducting development trainings for the QA’s and process associates
• Work on RCA for all the low scores received on the CSAT surveys
• To work towards ensuring the resources are utilized to the maximum
• Lead calibration sessions and share report with the internal stakeholders
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to minimize error opportunities.
• Responsible for conducting process level analysis - root cause analysis, trend analysis, training need analysis for the process, etc. and designed plan of action to minimize the errors/ defects.
• Designing new templates, dashboard, and matrix to measure team performance.
• Training on QMS, data analysis, and Basic quality tools to enhance process improvement ability
• Adhering and meeting the SLA's and the contractual obligation for the processes operating from all the location.
• Management of Process Audits and Business Performance reviews

QUALIFICATIONS:

• College Level: undergraduates are welcome to apply
• Must have at least 2-year experience as QA Manager
• Background in Travel & Hospitality, preferred, but must have at least insights in Travel transactions such as utilization of Travel apps & Travel promotions, etc.
• Knowledge on QA Tools is a must
• Presentation Skills
• Client Management Skills
• Analytical Skills; must have extensive RCA background
• Amenable to work on-site in Pavia, Iloilo
• Amenable with shifting schedules

If you're ready to lead with impact and thrive in a fast-paced environment, apply today and be part of our dynamic - growing team!