Manager, Quality Assurance (IPO)

Key Responsibilities Quality Framework & Strategy: Develop, implement, and maintain a comprehensive quality assurance framework for the IPO team. This includes defining clear quality standards, evaluation criteria, and performance metrics that align with business goals. Process Auditing & Evaluation: Conduct regular audits of the IPO process, from initial complaint intake to root cause analysis and resolution. Ensure all stages are executed correctly and in compliance with established policies and procedures. Team Leadership & Development: Lead, mentor, and coach a team of Quality Assurance Specialists. Provide regular feedback, conduct calibration sessions, and develop training programs to enhance their analytical skills and knowledge of quality standards. Data-Driven Analysis: Analyze quality metrics, including defect rates, resolution times to identify trends, process bottlenecks, and opportunities for improvement. Cross-Functional Collaboration: Partner with the IP Operations Manager to provide insights that inform policy updates and process enhancements. Work with other cross-functional teams to share feedback and ensure a unified approach to quality. Essential Qualifications A minimum 3-5 years of experience in a Quality Assurance or similar role, with at least 2 years in a management or team lead position. Proven experience in customer service, technical support, or e-commerce environment. Strong knowledge of quality management principles, methodologies (e.g., Six Sigma, Lean), and auditing best practices. Exceptional analytical skills with the ability to interpret data from various sources (e.g., customer feedback, system logs) to draw meaningful conclusions. Excellent leadership, communication, and interpersonal skills, with the ability to influence and align diverse teams toward a common goal. Experience with quality management software and a high level of proficiency with data analysis tools (e.g., Excel, BI tools). Preferred Qualifications Bachelor's degree in Business, Communications, or a related field. Experience working in a fast-paced, high-volume environment. Certification in Quality Management (e.g., Six Sigma Green/Black Belt, CQE). Familiarity with ticketing systems (e.g., Zendesk) and customer engagement platforms (e.g., Genesys).