Quality Assurance Manager, Alexa

Performs deep dive with the help of operations, root cause analysis on weekly quality performance of their respective sites.

Assess performance of quality metrics; surface exceptions to the respective teams. Setup and execute processes to enable operations to drive corrective actions as necessary.

Supports operations team to develop action plans to improve quality performance.

Tracks results of actions plans on weekly basis and course correct if the action plans are not working.

Re-visit error categories on a quarterly basis with Quality program team and ensure that error categories are yielding the appropriate root cause.

Identify and drive continuous improvement initiatives to improve quality performance at site level

Collaborate with Quality Assurance Managers at other sites and benchmark best practices

Deep dive and support Quality Program Managers on handling customer escalations