Quality Assurance Manager

BIMA (Milvik) Mobile Pakistan (Pvt.) Ltd.

Lahore , Pakistan

Apply Now

Posted 2 hours ago 11 views Report Job

We are looking for a “Quality Assurance Manager” who will have a keen eye for detail and solid experience in quality improvement. The ideal applicant will be a reliable and competent professional with proven experience overseeing the quality department in the call center industry. The role requires leading and developing a team, ensuring they are adequately trained and motivated. It also involves creating, implementing, and maintaining processes to enable continuous improvement and ensure the quality of services provided to customers.

Ability to:

Monitor and evaluate Call Center employees
Think critically and make decisions
Plan and schedule resources and activities
Train employees on work methods, practices, and procedures.
Motivate direct reports through strong leadership skills and effective communication.
Analyze complex data, and perform mathematical calculations.
Interpret, explain, and apply policies, procedures, codes, laws, and regulations.
Analyze situations, recognize problems, identify alternative solutions, foresee consequences of actions, and make appropriate recommendations
Develop and implement work plans
Prepare and maintain a variety of documents and records
Adapt to rapidly changing environments
Understand and carry out written and oral instructions
Communicate and use interpersonal skills to interact with co-workers, line manager, stakeholders, etc., to sufficiently exchange or convey information and to receive work direction

Knowledge of:

Strong knowledge of Quality Improvement standards, ISO, and Six Sigma
Principles and practices for training, supervising, and evaluating staff
Record-keeping principles for sensitive and secure data and information
Advanced investigation and problem-solving techniques
Call center principles and practices.

The job description may evolve as business needs change.

Key Responsibilities:

Develop and implement goals, objectives, policies, and priorities for assigned projects; recommend and enforce procedures.
Select, train, motivate, and evaluate personnel; ensure compliance with performance standards and policies, and implement disciplinary actions.
Supervise staff by prioritizing tasks, conducting performance evaluations, and ensuring adherence to policies in a safe work environment.
Ensure efficient operations in the Quality Improvement (QI) department, providing appropriate training and resources for staff.
Oversee QI audits, ensuring accurate data collection and proper reporting.
Collaborate with management and team leads to assess project feasibility and implement necessary procedures.
Develop and optimize procedures to maintain quality, accuracy, and timeliness through technology and best practices.
Assist the HOD with organizational studies, reports, and operational analysis, and recommend system or policy modifications.
Oversee call center operations, ensuring smooth service delivery through effective communication and prompt issue resolution.
Develop strategies for handling escalated customer queries and monitor customer satisfaction to enhance service quality.
Implement quality benchmarks for customer touchpoints and ensure compliance with organizational standards.
Perform additional duties as assigned by the HOD.

Skills

Knowledge of industry Standards Leadership and Management Skills Quality Assurance Communication Skills

Job Details

Industry:

Insurance / Takaful

Functional Area:

Quality Assurance (QA)

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

Full Time/Permanent

Job Location:

Model Town, Lahore, Pakistan

Gender:

No Preference

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Minimum Experience:

3 Years

Apply Before:

Jan 18, 2025

Posting Date:

Dec 17, 2024

BIMA (Milvik) Mobile Pakistan (Pvt.) Ltd.

Insurance / Takaful · 1001-1500 employees - Lahore

BIMA is one of the fastest-growing impact and tech companies in the world. We use disruptive mobile technology to bring insurance and health services to consumers with low incomes. BIMA is committed to disrupting the traditional insurance industry and democratizing access to vital services for billions of under-served families around the globe. In just nine years, we’ve built a customer base of over 30 million subscribers in 11 countries across Africa and Asia. Joining BIMA at this stage provides an opportunity for you to truly influence the strategy of a global, growing business. We are a vibrant company where ideas and passion are welcomed, and you get real responsibility from day one. We have brought together some of the best talent from World leading organisations to create a company that truly celebrates diversity. Our people are our greatest asset and, as an equal opportunities employer encourage applicants from diverse backgrounds to work with us./p/p