Manager, Quality Assurance

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Lead, drive and monitor Quality Assurance team and ensure efficient and effective implementation of service quality assurance plans with highest integrity, accuracy, and ethical standards.

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• Service Quality Assurance (SQA) Planning and Management: Conducting regular service quality assurance across all MAG pillar to ensure adherence to Group Customer Experience blueprint strategy and standards.
  
• Service Quality Assurance Execution: Independently evaluating quality and performance across all touchpoints using KPIs benchmarked against industry best practices and organizational goals.
  
• SQA Framework Maintenance: Regularly updating the SQA framework to incorporate learnings from VOC and updates in product/service policies.
  
• SQA Training Program Development: Leading the creation of a comprehensive training program for SQA audit staff, focusing on continuous learning, coaching, and professional growth.
  
• Engagement with Management and Business Units: Keeping open lines of communication with management and business units to discuss and report on service issues.
  
• SQA Standards Upholding: Establishing and maintaining high service quality standards that reflect the organization's brand and meet customer expectations.
  
• Continuous Service Quality Enhancement: Refining audit processes through evaluations for service delivery improvement, which may include process optimizations, technology updates, or procedural adjustments.
  
• Monitoring Mechanisms Implementation: Setting up continuous service quality assessment methods such as (but not limited to) customer surveys, feedback analysis, and mystery shopping within the QA Department's purview.
  
• Leadership and Team Development: Leading the QA team towards excellence and improvement, setting objectives, fostering teamwork, and ensuring regular training.
  

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• Diploma or Degree in any relevant field.
  
• Minimum 7 years of working experience in Quality Assurance, team management, customer experience and engagement.
  

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• Experienced in executing and maintaining QA strategies and process improvements.
  
• Experience in managing customer experience to enhance satisfaction.
  
• Proficiency in using data analysis for service quality improvements.
  
• Strong project management skills in executing QA initiatives.
  
• Experience in leading training programs for QA team, and engagement with Business Units to guide on SQA findings.
  

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• Analytical thinker with the ability to uncover insights for quality improvement.
  
• Excellent communicator, skilled in both written and verbal communication.
  
• Effective leader, motivating teams towards service quality goals.
  
• Skilled problem-solver, adept at finding solutions in pressure situations.
  
• Agile and adaptable, embracing changes and new technologies for improvement.
  
• Detail-oriented, ensuring high-quality customer interactions.
  
• Customer-focused, prioritizing satisfaction and experience.