Senior Program Manager

Program Manager

Qualifications:

• Experience:
• Minimum of 10+ years in program management, with a focus on quality assurance.
• Proven track record of successfully building and managing quality programs.
• Familiarity with quality assurance processes and vendor management
• Experience working with outsource /managed service delivery partners
• Experience working in a customer facing organization
• Skills:
• Excellent communication and leadership abilities.
• Strong collaboration skills across teams.
• Analytical mindset with attention to detail.
• Knowledge of quality management frameworks (e.g., ISO 9001).
• Certifications (one or more):
• Certified Quality Manager (CQM)
• Certified Quality Auditor (CQA)
• Project Management Professional (PMP)
• Education: Bachelor’s degree in Business Administration, Quality Management, or related field. Master’s degree preferred.

Job Description

Quality Assurance Program Manager

The Quality Assurance Program Manager will lead the development and maintenance of a robust quality assurance program for delivery partners providing customer support services. This role is pivotal in ensuring the highest standards of quality, efficiency, and compliance across our vendor ecosystem.

Responsibilities:

1. Quality Assurance Program Development:

• Create, implement, and oversee a comprehensive quality assurance program specifically tailored to vendor-provided customer support for enterprise customers.
• Establish clear standards, processes, and metrics to evaluate vendor performance and adherence to quality protocols.

1. Vendor Relationship Management:

• Collaborate closely with vendor management teams to define quality requirements and expectations.
• Conduct regular assessments and audits to verify compliance with quality standards.

1. Process Improvement:

• Continuously enhance quality processes, streamline workflows, and optimize efficiency.
• Implement best practices to drive quality improvements.

1. Effective Communication:

• Provide regular updates to senior leadership on program status, risks, and improvements.
• Clearly communicate quality requirements to vendors and internal stakeholders.

1. Collaboration and Training:

• Collaborate with cross-functional teams to ensure alignment on quality goals.
• Partner with training and readiness teams based on quality program intelligence on areas of opportunity