Manager - QA

Ips BPO; Lahore; On-site; PKR 1,000,000 - 2,000,000; Full time

Job summary

The role includes monitoring error ratios, performing root cause analysis, preparing performance reports for leadership, and guiding a team of QA analysts and TLs. You will design SOPs, identify gaps, support client escalations with data, and drive a culture of continuous improvement through cross-functional collaboration.

Qualifications

• Oversee QA across campaigns in diverse sectors.
• Develop and standardize sector-specific QA scorecards.
• Ensure client and regulatory compliance and monitor error ratios.
• Perform root cause analysis and recommend corrective actions.
• Prepare QA performance reports for leadership.

Responsibilities

• Oversee QA across campaigns including healthcare, construction, and local projects.
• Develop and standardize QA scorecards for each sector.
• Ensure compliance with client requirements and regulatory standards, especially for healthcare projects.
• Monitor error ratios and identify recurring issues.
• Conduct root cause analysis and recommend corrective actions.
• Prepare weekly and monthly QA performance reports for leadership.
• Lead and manage QA team members including QA analysts and TLs.
• Conduct calibration sessions with operations to ensure consistent scoring.
• Design and update SOPs to align with campaign requirements.
• Identify process gaps and recommend improvements.
• Support client escalations with quality data and analysis.
• Coordinate with HR and management on disciplinary matters when required.
• Develop training recommendations based on audit findings.
• Ensure data confidentiality and compliance standards are maintained.
• Maintain dashboard visibility of quality KPIs across campaigns.
• Support onboarding of new campaigns with QA structure and monitoring framework.
• Drive continuous improvement culture across departments.

Skills

QA methodologies

audit frameworks

healthcare compliance

KPI tracking

root cause analysis

SOP development

data interpretation

leadership

communication

problem solving

multi-campaign management

Tools

Excel

Reporting tools

Job description

Responsibilities

• Oversee quality assurance across all campaigns including healthcare, construction, and local projects Develop and standardize QA scorecards for each sector Ensure compliance with client requirements and regulatory standards, especially for healthcare projects Monitor error ratios and identify recurring issues Conduct root cause analysis and recommend corrective actions Prepare weekly and monthly QA performance reports for leadership Lead and manage QA team members including QA analysts and TLs Conduct calibration sessions with operations to ensure consistent scoring Design and update SOPs to align with campaign requirements Identify process gaps and recommend improvements Support client escalations with quality data and analysis Coordinate with HR and management on disciplinary matters when required Develop training recommendations based on audit findings Ensure data confidentiality and compliance standards are maintained Maintain dashboard visibility of quality KPIs across campaigns Support onboarding of new campaigns with QA structure and monitoring framework Drive continuous improvement culture across departments

Key Skills

• Strong understanding of quality assurance methodologies and audit frameworks Knowledge of compliance standards, especially healthcare regulations and client-specific requirements Understanding of KPI tracking, error ratio monitoring, and performance metrics Knowledge of SOP development and process documentation Familiarity with operational workflows across multiple industries Strong analytical and data interpretation skills Ability to conduct effective root cause analysis Strong report writing and presentation skills Leadership and team management skills Excellent communication and conflict resolution skills High attention to detail with strong accuracy in audits Ability to design scorecards, dashboards, and quality tracking systems Strong decision-making and problem-solving skills Proficiency in Excel and reporting tools Ability to manage multiple campaigns under pressure