Manager, Quality Audit

Operations Management:

• Interface with customer and client management to proactively influence thought process and handle SLA negotiations.
• Manage and review all aspects of problem management, recommending SMART solutions.
• Ensure team handles work received and adheres to SLAs, creating quality plans and implementing quality management.

Team Management:

• Set expectations, manage performance, provide regular feedback, and coach team toward operational excellence.
• Perform capacity planning based on increased demand, recognize high performance, and reward accomplishments.
• Review performance reports on team output and productivity, closely monitoring the same.

Communication and Stakeholder Management:

• Responsible for reporting and communication with client and internal team members, providing daily status updates.
• Lead customer and vendor calls, organize meetings with different stakeholders, and take ownership of internal communications.
• Drive conference calls with customers, answer questions, and build confidence by meeting deliverables on time with quality.