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Quality Manager

Date: 16-Oct-2020

Location: TH

Company: TDCX

ACCELERATE YOUR CAREER – JOIN TELEDIRECT TODAY!

Be on the Top of the World! Be an advocate for safer online communities with exciting career opportunities overlooking Bangkok’s iconic skyline.

Our teams have a passion for innovative social products and how they help transform communities. Working cross-functionally with other stakeholders, they ensure that communities stay safe, share responsibly and respectfully to help make the world more open and connected.

As a Quality Manager, you will drive accountability for teams to meet program standards. Collaborating with leaders across the board, you will oversee the investigation of sensitive issues and lead your team to better understand what happened and why.

Responsibilities

  • Accountable for implementing a clear overall quality strategy with scalable processes/tools/systems; allowing for resource-efficient monitoring of decision accuracy and surface overall user experience issues, in an effective timely manner, to define appropriate continuous improvement programs.
  • Manage and mentor a team responsible for diverse workflows, quality channels, and global stakeholders.
  • Drive accountability with team leaders and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis.
  • Assess and prioritize the top-quality issues affecting the teams on-site across all decision-making channels.
  • Drive investigation of highly sensitive issues affecting the program, working with internal teams as well as client teams to understand what happened and why.
  • Quantify business cases and drive cross-functional partnerships to change our systems, processes and policies to achieve better outcomes.
  • Find creative workarounds for quality issues where the tools are the root cause and a technical solution is not imminent.
  • As the client’s products and communities change and grow; stay connected with how the support ecosystem is evolving and help head off quality issues before they begin.

We are looking for :

  • Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams.
  • 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.).
  • Proven track record of collaborating with cross-functional groups to produce results.
  • Demonstrated ability to perform well in a rapidly changing and extremely global team.
  • Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required.
  • Excellent communication skills.
  • Strong critical thinking and exceptional problem-solving skills.
  • Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level.
  • Passion for our mission of ensuring a world class support experience for our community.
  • Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus.

You possess:

  • Attention to Detail - Ability to process detailed information effectively and consistently.
  • Coaching - Ability to encourage and guide employees in order to make their performance more effective and to enhance their self-perception and problem-solving skills.
  • Discipline - Ability to adjust to existing rules, procedures and policy. Finding reinforcement from the right authority when in doubt.
  • Focus on Quality - Ability to set high quality standards and striving for continuous improvement and quality assurance.
  • Integrity - Ability to adhere to standards, values and rules of conduct associated with one's position and the culture in which one operates. Being incorruptible.


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