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Job Description
Job Overview:
Quality Review Manager ensures that our services meet all necessary requirements before they reach the client. The QRM, will monitor the review process to make sure it has been built with compliance to relevant guidelines and meets client requirements. The QRM must fully understand the requirements for the linguistic services and have a sense of responsibility towards our potential and existing clients as well as the competition.
The QRM, responsibilities include identifying training needs based on skills gap analyses, developing group and individual learning courses and coaching sessions, and managing the training budget.
Quality
- Understand client needs and requirements to develop effective quality control processes
- Devise and review specifications for processes
- Supervise Quality & Training specialists and provide guidance and feedback
- Oversee all monitoring development procedures to identify deviations from quality standards
- Inspect final output and compare properties to requirements
- Keep accurate documentation and perform statistical analysis
- Solicit feedback from clients to assess whether their requirements are met
- Submit detailed reports to appropriate executives
- Be on the lookout for opportunities for improvement and develop new efficient procedure
- Work as an advocate to all relations between the Quality Review department and all other functions related to the operations
- Provide periodic reports related to performance of Transcribers to the Operations to support performance management
- Fully responsible for the management of the reviewers in the freelancing model
- Provide support to reviewers when it comes to all related matters concerning the guidelines, the clients’ systems, and internal quality procedures
- Work hand-to-hand with the Operations for all reviewers both in-house and freelancing models
Training
- Use performance reviews and skills gap analyses to identify training needs per department, team and individual
- Plan training programs based on business goals
- Oversee learning activities, curriculum and resources
- Manage quarterly and annual training budgets
- Evaluate the results of learning courses
- Implement coaching sessions and mentorship programs to establish a culture of continuous learning
- Recommend new training methods (including e-learning courses and game-based platforms)
Team Management
- Plan for development for all the quality review team members
- Provide guidance to team members whenever there is a need that requires his\her intervention
- Set Key Performance Indicators for the team members that reflects their performance
- Manage all challenges any of the team members has to provide a good harmony within the team
- Keep track of each and every team member’s records in terms of performance, absence, special cases and anything that might be specified to a certain team member
- Motivate the team members to perform better by providing them with all the required actions and knowledge
Job Requirements
- Proven experience as Quality Manager
- Conscientious and responsible
- A keen eye for detail and a result driven approach
- Outstanding communication skills
- Excellent organizational and leadership skills
- Proficient in MS Office, and Minitab
- In depth understanding of quality control procedures and relevant standards (i.e, Lean Six Sigma)
- Excellent math abilities and working knowledge of data analysis/statistical methods
- In-depth understanding of traditional and modern training methods (including workshops, simulations, e-learning and coaching)
- Experience organizing training activities in a corporate environment
