Description:
The QA & Compliance Assistant Manager will be responsible for overseeing quality assurance standards across multiple campaigns including healthcare, construction,B2B or B2C campaigns and local projects. The role ensures adherence to client requirements, regulatory standards, and internal compliance policies while maintaining high operational quality.
This position plays a critical role in monitoring performance metrics, identifying process gaps, implementing corrective actions, and driving continuous improvement across departments.
Major Job Responsibilities
Quality Management
- Oversee quality assurance activities across all campaigns including healthcare, construction, and local projects.
- Develop and standardize QA scorecards tailored to each sector or campaign.
- Monitor quality performance, error ratios, and compliance indicators across teams.
- Conduct regular audits and quality assessments to ensure operational standards are maintained.
Compliance & Regulatory Oversight
- Ensure compliance with client requirements and regulatory standards, particularly healthcare-related compliance guidelines.
- Maintain strict adherence to data confidentiality and security standards.
- Support compliance investigations and client escalations with quality data analysis.
Performance Monitoring & Reporting
- Monitor quality KPIs and operational metrics to evaluate campaign performance.
- Prepare weekly and monthly QA reports for leadership and management review.
- Maintain dashboards providing visibility into quality metrics across campaigns.
Process Improvement
- Conduct root cause analysis to identify recurring operational issues.
- Recommend and implement corrective and preventive actions.
- Identify operational gaps and propose improvements to increase efficiency and quality.
Team Leadership
- Lead and manage QA team members, including QA Analysts and QA Team Leads.
- Conduct calibration sessions with operations teams to ensure consistent scoring and evaluation standards.
- Provide coaching and performance feedback to QA team members.
Documentation & SOP Development
- Design, develop, and update Standard Operating Procedures (SOPs) aligned with campaign and client requirements.
- Support onboarding of new campaigns by establishing quality frameworks and monitoring systems.
Collaboration & Organizational Support
- Work closely with Operations, HR, and Management on performance-related matters and disciplinary actions when required.
- Provide training recommendations based on quality audit findings.
- Drive a culture of continuous improvement and operational excellence across departments.
Required Knowledge, Skills & Abilities
- Strong understanding of quality assurance methodologies and audit frameworks.
- Knowledge of compliance standards, particularly healthcare regulations and client-specific requirements.
- Strong understanding of KPI tracking, error ratio monitoring, and operational performance metrics.
- Experience in SOP development and process documentation.
- Familiarity with operational workflows across multiple industries.
- Strong analytical and data interpretation skills.
- Ability to conduct effective root cause analysis.
- Excellent report writing and presentation skills.
- Strong leadership and team management abilities.
- Excellent communication and conflict resolution skills.
- High attention to detail with strong accuracy in audits.
- Ability to design scorecards, dashboards, and quality tracking systems.
- Strong decision-making and problem-solving abilities.
- Ability to manage multiple campaigns simultaneously in high-pressure environments.