Assistant Manager / Manager, Quality Assurance

About the Company

Responsibilities

• ● Lead and manage the daily operations of the Quality Assurance team.
• ● Allocate tasks and resources to ensure quality reviews, audits, and operational activities are completed within agreed timelines.
• ● Monitor team performance and ensure adherence to quality standards, operational procedures, and service level expectations.
• ● Provide coaching, guidance, and support to team members to enhance their professional development and technical competencies.
• ● Conduct regular performance reviews, feedback sessions, and development planning for team members.
• ● Identify training needs and coordinate knowledge-sharing initiatives to strengthen team capabilities.
• ● Ensure adequate team coverage to support daily operational requirements and business priorities.
• ● Foster a culture of accountability, collaboration, continuous improvement, and quality excellence within the team.
• ● Review and approve quality assessment outcomes, audit findings, and recommendations prepared by team members.
• ● Serve as the primary escalation point for quality-related issues raised by the QA team.
• ● Establish and maintain quality standards, procedures, and governance practices.
• ● Review operational activities, system configurations, and production changes to ensure compliance with approved requirements and organizational standards.
• ● Conduct quality reviews and audits to identify gaps, risks, and improvement opportunities.
• ● Ensure all teams adhere to approved Standard Operating Procedures (SOPs) and internal controls.
• ● Promote a culture of quality, accountability, and continuous improvement.
• ● Monitor service performance against agreed Service Level Agreements (SLAs).
• ● Review SLA performance and identify areas requiring corrective action.
• ● Investigate SLA breaches and recommend preventive measures.
• ● Prepare periodic service quality and SLA performance reports for management review.
• ● Work with relevant teams to improve operational efficiency and service delivery standards.
• ● Participate in incident investigations and Root Cause Analysis (RCA) activities.
• ● Identify recurring issues and recommend long-term corrective actions.
• ● Track implementation and effectiveness of preventive measures.
• ● Support initiatives aimed at reducing operational errors and service disruptions.
• ● Review and improve operational workflows, procedures, and controls.
• ● Ensure proper documentation and approval processes are followed.
• ● Verify that quality and compliance requirements are met before operational changes are implemented.
• ● Support internal reviews and governance activities.
• ● Work closely with business and technical teams to ensure service and quality objectives are achieved.
• ● Provide guidance and support on quality standards, compliance requirements, and operational best practices.
• ● Escalate significant quality, compliance, or service risks to management when necessary.
• ● Facilitate communication between stakeholders to resolve quality-related concerns.
• ● SLA Compliance Rate.
• ● Reduction in Operational Errors.
• ● Reduction in Recurring Incidents
• ● SOP Compliance Rate.
• ● Quality Audit Score.
• ● Corrective Action Closure Rate.
• ● Service Quality Improvement Metrics.
• ● Stakeholder Satisfaction Rating.

Requirements

• ● Bachelor Degree preferably in technology related discipline such as Computer Science or Information System
• ● Proven experiences as QA Lead, with at least 5 years of experience in related field
• ● Strong hands-on experience in manual and automated testing
• ● Client facing experience is required
• ● Advanced skills in MS excel and Power BI to write complex queries, analyze large set of data and provide insights info report
• ● Strong reporting skills, with experience preparing clear, concise and comprehensive reports for all stakeholder
• ● Understanding of estore process is preferred