- Quality Control Leadership:
- Lead and manage the Quality Control team, assigning tasks, setting priorities, and ensuring team members are trained and equipped to perform their roles.
- Establish and maintain quality control protocols and procedures, tailored to the specific needs of the service industry.
- Ensure QC standards are clearly communicated and consistently applied across all service operations.
- Process Development & Implementation:
- Develop, implement, and monitor quality control procedures for all service processes, ensuring they align with industry best practices.
- Collaborate with service delivery teams to design processes that improve quality, efficiency, and customer satisfaction.
- Ensure compliance with company policies, industry standards, and regulatory requirements.
- Auditing & Inspection:
- Plan and conduct regular quality audits, inspections, and assessments of service operations to ensure adherence to quality standards.
- Analyze audit results and recommend corrective actions where necessary.
- Ensure follow-up on corrective actions and track improvements over time.
- Data Analysis & Reporting:
- Collect and analyze quality control data to identify trends, variances, and opportunities for improvement.
- Prepare detailed reports on QC performance, highlighting key metrics, potential risks, and areas for enhancement.
- Present quality data to senior management and provide actionable insights for decision-making.
- Customer Feedback Management:
- Collaborate with customer service teams to gather and review customer feedback related to service quality.
- Implement corrective actions based on feedback to improve the overall customer experience.
- Ensure customer complaints and non-conformities are addressed in a timely and effective manner.
- Training & Development:
- Develop and deliver training programs for staff on quality control standards, processes, and best practices.
- Ensure the Quality team and relevant personnel stay updated with the latest industry trends and regulatory changes.
- Continuous Improvement:
- Identify opportunities for continuous improvement in service quality and operational efficiency.
- Lead quality improvement projects and ensure the successful implementation of initiatives that drive measurable enhancements in service delivery.
Bachelor’s degree in Quality Management, Business Administration, or a related field. Relevant certifications (e.g., Six Sigma, ISO standards) is a plus.5-7 years of experience in a quality control role, preferably in a service provider environment, with at least 2 years in a supervisory or leadership capacity.In-depth knowledge of quality standards and methodologies (ISO 9001)