Manager, Quality Assurance

📋 Description

• Lead QA to ensure quality, governance, compliance, and customer experience.
• Drive RCA, issue resolution, and preventive actions to reduce defects and risks.
• Define/monitor KPIs/KRAs, scorecards, and governance to boost effectiveness.
• Lead and develop a team of 5–8 QA associates with coaching and feedback.
• Collaborate with Service Management and Ops to drive quality and service delivery.
• Analyze data with Excel/Power BI to create insights and dashboards.
• Monitor trends, identify risks, and recommend improvements.
• Collaborate cross-functionally to implement quality improvements and governance.
• Drive process excellence via audits, reviews, automation, and best practices.
• Present quality performance, risk assessments, and improvement plans to senior leadership.
• Support operational risk by identifying gaps, strengthening governance and controls.
• Foster a culture of continuous improvement and customer-centric quality.

🎯 Requirements

• 5–8 years in Service Mgmt, QA, Ops Mgmt, or Operational Excellence.
• RCA, QA governance, KPI/KRA design, tracking, stakeholder mgmt, risk control, and process excellence.
• Experience leading teams of 5–8 associates and driving quality transformation.
• Proficiency in Excel, Power BI, and data visualization/reporting tools.
• KYC/AML domain expertise preferred.

🎁 Benefits

• Market competitive monthly gross salary.
• Opportunity to earn an annual bonus (based on role level).
• Great career growth and development opportunities in a global organization.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).