Quality Analyst Team Manager: Lead QA & CX Insights

SmartRecruiters, Inc.; Mabalacat; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Sutherland is a digital transformation company focused on delivering exceptional experiences for customers and employees. The Quality Analyst Team Manager oversees QA activities, including observations, reports, and CI framework deployment, to ensure high-quality delivery.

The role requires at least 2 years of leadership experience, strong data analysis, and the ability to inspire and develop team members while collaborating with clients and stakeholders to improve performance.

Qualifications

• At least 2 years leadership experience handling a Quality team, including client management.
• Creativity, proactivity, and have a bias for action.
• Experience with marketing, organizational development, psychology, or customer experience.
• Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense.
• Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement.
• Ability to inspire others to action and to influence without authority is absolutely necessary.
• Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design.
• Passion for learning/learning agile.
• Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel.
• The ability to exude a professional demeanor and appearance.
• Attention to detail and excellent organizational skills.

Responsibilities

• QA Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment.
• Champions program implementation of Continuous Improvement Framework.
• Own deployment and completion of QA delivery plan for the program.
• Observations and QA survey results to improve performance.
• Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns.
• Manage team productivity and effectiveness using a structured approach to manage performance.
• Deliver process-level insights to stakeholders and have expertise in data analysis using QA.
• Execute people development initiatives for QA Specialists using standard practices and provide an opportunity for team members to constantly improve.
• Responsible in communicating with all program stakeholders (clients/department heads and members) to represent QA Team.

Skills

Leadership

Client management

Creativity

Proactivity

Data analysis

Project leadership

Customer experience

People development

Influence without authority

MS Office

Attention to detail

Organizational skills

Job description

Sutherland is a digital transformation company focused on delivering exceptional experiences for customers and employees. The Quality Analyst Team Manager oversees QA activities, including observations, reports, and CI framework deployment, to ensure high-quality delivery.

The role requires at least 2 years of leadership experience, strong data analysis, and the ability to inspire and develop team members while collaborating with clients and stakeholders to improve performance.