TSMG Holding

Team Manager - Testing Operations

TSMG Holding  •  Mountain View, CA (Onsite)  •  1 month ago
Apply
Save Job
Mark Applied Mark Interviewed Mark Offered
Hide Job Report Job
AI can make mistakes so check important info. Chat history is never stored.

Job Description

The purpose of the role is to drive operational performance in sourcing with a focus on lead generation and validation metrics. The manager is responsible for managing daily operational targets to ensure consistent delivery and maintaining strong client relationships through structured weekly, fortnightly, and monthly progress reporting. The role also includes recruiting, onboarding, and conducting performance appraisals for internal associates, as well as ensuring full alignment with client policies by updating and disseminating guidelines across the team.

Responsibilities: Operational & Quality Oversight

  • Oversee verification and quality of processed cases
  • Act as checker for critical cases and manage escalation queues
  • Monitor daily absenteeism and ensure productivity continuity
  • Allocate workloads based on case complexity and risk
  • Develop strategies for clean-up activities and process optimization

Responsibilities: Governance & Reporting

  • Validate client/vendor reports and team queries
  • Collect dashboard requirements and prepare performance review decks
  • Track daily operations, analyze service delivery, and highlight process variances
  • Conduct audit reviews, initiate corrective actions, and maintain SLA adherence

Responsibilities: Training, Policy & Knowledge Management

  • Conduct knowledge transfer and product/market training sessions
  • Handle edge cases and contribute to policy refinement
  • Lead calibration and quality alignment sessions across reviewers
  • Share best practices and promote continuous improvement culture

Responsibilities: People & Team Leadership

  • Allocate tasks and workflows, ensuring coverage across sub-processes
  • Conduct team building, coaching, and performance appraisals
  • Identify training needs and deliver refresher/process training
  • Manage attrition, absenteeism, and early warning indicators
  • Support recruitment and onboarding, including KT sessions for new members

Responsibilities: Customer Relationship Management

  • Act as primary contact for internal/external customers for process deliverables
  • Provide updates, reports, and performance metrics to customers
  • Resolve customer escalations and gather feedback to feed into improvement loops

Responsibilities: Resource & Program Management

  • Ensure optimal resource utilization via cross-training and buffer planning
  • Interface with cross-functional teams to secure support and alignment
  • Lead program delivery ensuring adherence to timelines, quality, and client expectations

Other Requirements

  • Travel readiness up to 10% (domestic/international)
  • Education: Bachelor’s degree preferred
  • Tools: Familiarity with CRM systems, MS Excel, PowerPoint, QA/QC exposure
TSMG Holding

About TSMG Holding

TSMG is your expert data collection partner with a presence across Europe and North America.

Our mission is to empower tech companies with seamless data collection, fueled by our relentless pursuit of excellence.

• We handle complex data collecting projects.

• Our team supports Fortune 500 companies with all aspects of data collecting projects – from recruiting to logistics and beyond.

• We gather vast volumes of relevant, accurate, and diverse datasets to fuel the intelligence of your AI systems.

• We find and manage powerhouse teams and give them the tools to get things done.

Give us the low-down on your project and we'll craft a seamless solution together.

Industry
Consulting & Advisory
Company Size
51-200 employees
Headquarters
Warszawa, PL
Year Founded
2018
Website
tsmg.io
Social Media