lavori da Quality Assurance Analyst in località Singapore

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable 10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

In this role, the Director of Quality Assurance ensures all services meet quality standards as per clients' business requirements. The key objective is to understand customer expectations and needs, aligning with TP's quality standards and managing the quality control process for technology clients.

1. Manage and review key drivers, metrics, and operational processes for technology accounts.
2. Implement the BEST QA framework for technology accounts.
3. Demonstrate commitment to internal customer satisfaction.
4. Define audit strategies to improve quality performance.
5. Use smart sampling logic for transactional audits.
6. Optimize QA staff efficiency in productivity and accuracy.
7. Ensure complete audit coverage as per plan and manpower.
8. Analyze errors for continuous improvement.
9. Conduct root cause analysis for escalations.
10. Review and redefine non-compliance monitoring processes.
11. Perform daily KPI hygiene checks to improve performance.
12. Design KPIs and define responsibilities for QA staff.
13. Manage the end-to-end QA employee lifecycle and manpower budget.
14. Drive continuous improvement and automation initiatives.
15. Participate in RFPs and manage transitions for new accounts.

• Graduation degree.
• 12+ years in the service industry with 5-7 years in transactional quality management.
• Minimum Lean Six Sigma Green Belt certification.
• Experience in CSAT/NPS metrics management.
• Excellent communication and data analysis skills.
• Good interpersonal skills.
• Experience with PDCA/Six Sigma or LEAN methodologies.
• Exposure to client and stakeholder management.
• Advanced Excel skills; proficiency in Power BI, Tableau preferred.
• Six Sigma/LEAN certification is a plus.
• Skills in planning, coaching, and providing effective feedback.

Employment is contingent upon successful completion of a background check, including sanctions and watch list screening.

TP does not accept unsolicited third-party candidate submissions.

We are committed to fostering an inclusive environment that values diversity and promotes equity.