Quality Assurance and Performance Improvement Manager
Tap Growth ai
Job Description
At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Quality Assurance and Performance Manager , you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.
What You’ll Do:
Job Description:
1. Strategy & Framework Development:
Design, implement, and refine the end-to-end Quality Assurance (QA) program, including scorecards, monitoring processes, and compliance standards.
Develop the strategic vision for quality, aligning QA initiatives with broader company objectives (including support ratio), client expectations (SLAs), and customer satisfaction (CSAT) goals.
Establish and maintain clear qua...