Lead Associate - Transactional Quality

Role & responsibilities

• Quality Assurance Management
• Develop and implement a comprehensive quality assurance program for FNA management services
• Establish communicate and monitor quality standards performance metrics and key performance indicators KPIs
• Conduct regular quality audits and evaluations of processes transactions and customer interactions
• Team Leadership
• Lead mentor and motivate a team of quality assurance professionals
• Provide coaching and training to ensure consistent and high quality performance
• Foster a culture of accountability continuous improvement and teamwork within the quality team
• Continuous Improvement
• Identify areas of improvement and work with cross functional teams to implement enhancements
• Proactively address service gaps and implement corrective actions to prevent future issues
• Stay up to date with industry best practices and emerging trends to enhance our services Quality Reporting
• Create and distribute regular quality reports to management highlighting performance trends areas for improvement and success stories
• Analyze data to identify root causes of quality issues and recommend solutions
• Client and Stakeholder Communication
• Collaborate with clients to understand their quality expectations and feedback
• Act as a liaison between clients and internal teams to address quality concerns and implement improvements
• Compliance and Standards
• Ensure compliance with industry regulations and quality standards
• Keep abreast of changes in regulations and standards to maintain compliance.
• Familiarity with Shipping industry regulations
• Candidate should have experience in FNA QUALITY standards
• Strong knowledge of quality assurance methodologies and tool
• Excellent leadership interpersonal and communication skills
• Analytical and problem solving skills with the ability to interpret data and make data driven decisions
• Certification in quality management e.g. Six Sigma Lean is a plus

Qualification - Any graduate