Vacancy expired!
VDart Inc is the leading global provider of digital solutions, products and talent management company providing digital technology solutions in Automotive, Manufacturing, Energy & Utilities and Healthcare Industries. Led by a strong global team located across 10 countries including USA, Canada, Mexico, Brazil, UK, Japan, Australia & India. We are currently accepting applications from staffing firms for our Preferred Partner Program, where we align niche staffing firms with specific verticals based on their strengths. To apply, please visit: https://www.vdart.com/suppliers/ Senior Manager, Quality Assurance Plano, TX 12 months contract Roles & Responsibilities:
- The Sr. Manager Quality Assurance applies techniques, tools, methodologies, and standards in support of verifying and validating that a solution, platform, product, process or service meets both business and client experience requirements. This critical role will collaborate with other Center of Excellence Leaders and Business Unit Leaders to set the direction for quality and associated analytics to ensure standardization, communication, and consistency across all Business Units. Quality Assurance professionals may be engaged in the following adjacent or supporting functions: Interprets and refines business critical and non-critical requirements, provides calibration strategies and estimations. Designs, implements, manages, and measures improvements to process, methods, policies, and standards. Designs, implements, and manages Enterprise-wide KPIs and metrics. Interfaces with company-wide risk management and quality program personnel.
- Provides leadership and direction through senior managers or senior-level individual contributors
- Executes business plans and contributes to the development of area strategy relating to Contact Center Operations
- Establishes operational plans for jobs area with short to mid-term impact on results
- Decisions are guided by functional or major operational segment strategy and priorities
- May at times be required to negotiate regarding operational issues
- Establishes/implements operational objectives and work plans and may delegate assignments to subordinate managers.
- Requires broad management and leadership knowledge to lead teams within the area.
- Recommends strategy and operational direction of the area
- The primary contribution is managing managers to ensure the performance of an area and results, including costs, methods and staffing are achieved
- Lead and develop a high performing Center of Excellence Quality Assurance team consisting of a hybrid team of internal and outsourced quality analysis
- Oversees short to the mid-term workforce and staffing plans and ensures availability of human capital necessary to accomplish planned business results
- Acts as an advisor to lower-level leaders and staff, providing coaching, as needed. Becomes actively involved to meet schedules and resolve issues/problems
- Problems and issues are moderately complex/critical and unpredictable with no formal procedures to address actions
- Uses experience and judgment to come to a resolution and errors have a definite financial impact on the organization
- Delegation of authority to lower-level leaders is typical
- Sets direction by exercising influence in the development of organizational objectives and short to mid-term long goals
- Develop governance processes and metrics for measuring a hybrid team of internal and outsourced quality analysts performance who will support the tasks of quality analysts/auditors
- Work closely with the Learning and Performance team to ensure a high-quality experience for
- Customers by identifying both training and process improvement opportunities
- Collaborate with COE leadership, Human Resources, and Business Unit Leaders to provide a continuous feedback loop related to desired competencies, entry requisites, work processes, etc.
- Participate in multi-disciplinary quality and service improvement initiatives as appropriate
- Works to influence others to accept view/practices and agree/accept new concepts, practices, and approaches reflective of the positions scope of responsibility
- Requires ability to communicate with functional or group leadership regarding matters of significant importance to the area
Vacancy expired!