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Quality Manager

4 weeks ago

Ho Chi Minh City, Vietnam iTechWX Vietnam Full time

**SUMMARY**: The Quality Manager, by leveraging his/her experience of Six Sigma or similar quality management methodology, ability to perform statistical analysis including regression analysis and correlations to various data sets, as well as ability to present analysis to executive leadership on regular basis, shall have responsibilities pertaining to this function and for ensuring quality requirements are met. As requested/agreed by Microsoft, input to/from the Quality Manager may be part of all business reviews and ad hoc meetings pertaining to this SOW.

**Responsibilities**
- Quality Improvement: Assist in the preparation of the Quality Plan for each improvement project. Conduct additional audits or reviews by demand of Microsoft or because of an event driven root cause
- Quality Control: Assist Microsoft in the development of test procedures or whatever is needed to complete the preparation of Quality Control and Auditing procedures.
- Quality Communication: Provide feedback to Microsoft on a regular basis or on demand about business performance and metrics trends
- Quality Documentation: Document all reviews and audits performed
- Quality Presentations: Lead the stakeholder presentation monthly and quarterly
- Quality Leadership: Lead inside the Supplier the continuous improvement process; keep a noncompliance issue log and ensure that recorded compliance issues are resolved and corrected by the Supplier operation. Additionally, recommend updates to the quality plans to treat problems at hand
- Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.)
- Cross group Collaboration: Partner with training, knowledge management and operations team to ensure Agent knowledge and customer satisfaction targets are met

**Key Measure**:

- Successful implementation of process improvements
- A common quality language regarding processes and improvements used in the organization
- Knowledge of key principles of quality management distributed in the organization

**Job Requirements**:

- Have at least 1-year experience in QA Manager or at least 2-year experience in QA Leader role in BPO, Contact center industry.
- Excellent speaking and writing in English.
- Experience in managing quality performance targets desired.
- Strong determination for KPI achievement.
- Disciplined and highly motivated to motivate and encourage the team for improvement.
- Excellent oral, written, and interpersonal communication skill.
- Demonstrated problem-solving skills, strategic and analytical capabilities.
- Having experience/background in IT, Tech Support, high-tech projects is a big plus.

**Salary Package**:

- Monthly Salary (Basic + Allowance) is up to 2150 USD.
- Every 6-month bonus is up to 70% of the monthly salary.
- Insurances followed Vietnamese Labor Law.
- Activities: Birthday party, Employee engagement activities.
- Position promotion, salary increase once/year.

**Salary**: 47,000,000₫ - 50,000,000₫ per month

**Experience**:

- Quality Manager: 2 years (required)
- Customer Experience Quality Assurance: 3 years (required)

**Language**:

- English (required)

Application Deadline: 2023/05/12

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