A. Minimum Education Requirement

• Degree in any discipline

B. Minimum Relevant Work Experience

• For Internal - Minimum 1-2 year of Quality Assistant Manager experience / Being in the TPMY team is desired

• For External - Minimum 3 years of Quality Leadership experience on papers

C. Minimum Skill Requirements

Strategic Leadership
· Develop and implement the overall QA strategy aligned with organizational goals.
· Lead the QA department in setting quality benchmarks and performance standards.
· Drive continuous improvement initiatives across customer service operations. Team Management and Development · Oversee recruitment, training, and performance management of QA personnel.
· Mentor and coach QA leads and team members to build a high-performing team.
· Foster a culture of accountability, collaboration, and professional growth. Operational Excellence · Ensure QA processes are standardized, documented, and consistently followed.
· Monitor and analyze QA metrics to identify trends and areas for improvement.
· Coordinate with operations to ensure quality targets are met or exceeded. Cross-Functional Collaboration
· Work closely with client services, training, and operations to align QA objectives.
· Represent QA in client meetings and provide insights on quality performance.
· Collaborate with IT and analytics teams to enhance QA tools and reporting. Risk Management and Compliance
· Ensure compliance with client requirements, industry standards, and regulations.
· Identify quality risks and implement mitigation plans proactively.
· Lead internal audits and support external quality assessments. Innovation and Technology
· Evaluate and implement new QA technologies and methodologies.
· Champion automation and AI-driven solutions to enhance QA efficiency.
· Stay updated on industry trends and integrate best practices into QA programs.