Quality Assurance Manager

Vistas Global; Doha; On-site; QAR 250,000 - 350,000; Full time

Job summary

Vistas Global is seeking an experienced Manager – Quality Assurance / Quality Control to drive quality, compliance, and operational excellence across large-scale service operations. You will develop QA frameworks, monitor SLAs and KPIs, and lead CAPA initiatives.

You will review policies, perform audits, and collaborate with operations, account managers, and clients to elevate service quality and customer satisfaction. A strong background in manpower outsourcing and BPO is required.

Qualifications

• Bachelor's degree in Quality Management, Business Administration, Operations Management, Engineering, or related field.
• 7+ years of relevant experience in Quality Assurance, Quality Control, Operations Excellence, or Process Auditing.
• Experience in manpower outsourcing, staffing, managed services, BPO, or large-scale service operations.
• Experience auditing high-volume workforce operations, esp. in banking or customer service.
• Knowledge of SOPs, compliance audits, SLA/KPI monitoring, and process improvement.
• Hands-on experience in CAPA, risk identification, and quality reporting.
• Strong analytical, communication, and stakeholder-management skills.
• Proficiency in MS Excel and Power BI is an advantage.

Responsibilities

• Develop and implement quality assurance frameworks, operational standards, policies, and procedures.
• Monitor service delivery, SLAs, KPIs, productivity, and performance across high-volume operations.
• Conduct process audits, operational assessments, compliance reviews, and quality inspections.
• Review policies, SOPs, and workflows to ensure compliance and consistency.
• Lead root-cause analysis and implement CAPA.
• Identify process gaps, mitigate risks, and drive continuous improvement.
• Develop quality dashboards, scorecards, and management reports.
• Collaborate with operations teams, account managers, and clients to improve service quality and customer satisfaction.

Skills

Quality Assurance

Quality Control

Operations Excellence

Process Auditing

CAPA

Root Cause Analysis

Data Analysis

MS Excel

Power BI

Stakeholder Management

Communication

Education

Bachelor's degree in related field

Tools

MS Excel

Power BI

Job description

We are looking for an experienced Manager – Quality Assurance / Quality Control with a strong background in manpower outsourcing, high-volume operations, service delivery, and process auditing to drive quality, compliance, and operational excellence across large-scale service operations.

Key Responsibilities:

• Develop and implement quality assurance frameworks, operational standards, policies, and procedures.
• Monitor service delivery, SLAs, KPIs, productivity, and performance across high-volume operations.
• Conduct process audits, operational assessments, compliance reviews, and quality inspections.
• Review policies, SOPs, and operational workflows to ensure compliance and process consistency.
• Lead root-cause analysis and implement Corrective and Preventive Actions (CAPA).
• Identify process gaps, mitigate operational risks, and drive continuous improvement.
• Develop quality dashboards, scorecards, and management reports.
• Collaborate with operations teams, account managers, and clients to improve service quality and customer satisfaction.

Requirements:

• Bachelor's degree in Quality Management, Business Administration, Operations Management, Engineering, or a related field.
• 7+ years of relevant experience in Quality Assurance, Quality Control, Operations Excellence, or Process Auditing.
• Strong experience in manpower outsourcing, staffing, managed services, BPO, or large-scale service operations.
• Experience managing or auditing high-volume workforce operations, particularly in banking, customer service, or similar service-driven environments.
• Strong knowledge of operational policies, SOPs, compliance audits, SLA/KPI monitoring, and process improvement.
• Hands-on experience in root-cause analysis, CAPA, risk identification, and quality reporting.
• Strong analytical, communication, stakeholder-management, and problem-solving skills.
• Proficiency in MS Excel and Power BI is an advantage.
• Lean Six Sigma, ISO, or other relevant quality certifications will be an added advantage.