ACG_3649_JOB
Our client is a global technology-enabled service provider specializing in AI-powered image post-production solutions. With an international workforce and operations across multiple countries, the company supports leading global brands by delivering consistent, scalable, and high-quality services.

The organization values data-driven decision-making, genuine relationships, accountability, continuous improvement, and ownership.

The Role

The
Quality Assurance Manager
will own and scale the company’s Quality Assurance Framework, ensuring consistent, high-quality delivery across products, clients, and operational teams.

The role will transform QA from a reactive support function into a proactive, centralized quality management function. Key priorities include establishing standards, strengthening accountability, improving operational efficiency, and supporting scalable business growth.

Key Responsibilities

Quality Standards and Compliance

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  Define, implement, and enforce quality standards, SOPs, and internal SLAs.
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  Ensure consistent quality processes across all services and products, including AI-enabled solutions.
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  Lead quality audits and cross-functional alignment.
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  Act as the central authority for quality standards and compliance.

Quality Management and Continuous Improvement

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  Design, implement, and scale an end-to-end Quality Management Framework.
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  Establish and manage quality performance metrics.
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  Analyze operational data to identify root causes, recurring issues, and improvement opportunities.
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  Partner with Production and Operations teams to implement continuous improvement initiatives.

Issue and Escalation Management

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  Own the quality issue management and escalation framework.
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  Lead cross-functional resolution of complex quality issues.
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  Ensure corrective and preventive actions are implemented, monitored, and completed.
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  Reduce recurring escalations and resolution times.

Key Account Quality Management

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  Oversee quality performance for enterprise and strategic accounts.
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  Translate customer expectations into measurable quality standards.
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  Ensure production output consistently meets account-specific requirements.
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  Support customer satisfaction, retention, and account expansion.

Team Leadership and Capability Development

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  Lead, structure, and develop the QA team.
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  Manage performance, responsibilities, and ways of working.
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  Build a quality culture centered on ownership, accountability, speed, and continuous improvement.
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  Coach team members and strengthen quality capabilities across operational teams.

Requirements

Essential

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  At least 5–7 years of experience in Quality Management or QA leadership.
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  Experience working across multiple complex industries.
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  Proven experience building or scaling a Quality Management System.
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  Strong track record of driving cross-functional change and process standardization.
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  Experience improving quality performance in complex operational environments.
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  Experience working directly with customers and translating requirements into quality standards.
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  Business-level English communication skills.
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  Strong analytical, problem-solving, and data-driven decision-making abilities.
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  Ability to adapt quickly to new industries, products, and operational models.
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  Strong leadership presence and ability to influence stakeholders at different seniority levels.
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  Comfortable working in a fast-paced, high-growth environment.

Preferred

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  Six Sigma, Lean, or a similar process improvement certification.
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  Hands-on experience applying structured problem-solving and continuous improvement methodologies.

Measures of Success

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  QA operates as a proactive and centralized quality function.
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  Quality standards are clearly defined and consistently enforced across teams and products.
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  Higher customer satisfaction.
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  Improved first-time approval rates.
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  Fewer recurring escalations and shorter resolution times.
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  Reduced production rework and improved operational efficiency.
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  Greater ownership and reduced dependency on commercial teams for service delivery.