The quality assurance manager can take on a number of responsibilities and roles depending on the industry, but is ultimately responsible ensuring that the quality of a service or product is up to internal and external expectations. This can range from managing customer interactions to immersing yourself in the product development role.
Quality assurance managers in consumer fields are responsible for converting customer complaints into improved service or products. Their responsibilities may include monitoring feedback from call centers, social media interactions and emails, gauging employee performances on a measurable set of criteria, or testing the actual product or service itself. They then analyze this feedback, identify what’s missing, and provide resolutions on how to improve the consumer experience. In highly specialized or heavily-product focused field, quality assurance managers may be more intimately connected with the development, tweaking what’s actually involved in creating the product or service.
Quality assurance managers usually report to Customer Operations VPs or senior managers. It’s a highly collaborative role, and requires interactions with everyone involved in the system.
To be a successful quality assurance manager, you should be able to look at things from a systemic point of view. You should also be creative but methodical in your testing, helping identify and isolate issues as specifically as possible. You should also command authority in your communication, and be assertive in both defining the problem and your suggested resolution.
If you’re considering applying to be a quality assurance manager, your resume should show that you’re analytical, and know how to turn data into solutions. It should show that you’re creative, and that you can think out of the box when it comes problem solving. It should also demonstrate that you’re definitive in your communication and your process, bringing clarity to issues that may appear vague. If you’re in a highly specialized field, experience and expertise in your industry and the specific service or product is crucial.
Quality Assurance Resume Builder Power Words: Analytical, research, methodical, definitive, creative, conflict-resolution, results-oriented, systemic, customer service
Quality Assurance Manager Resume Sample
- Attended project management meetings and conduct shift/team meetings with Supervisors
- Communicated corporate quality standards across the project
- Created automation testing plan
- Developed and delivered quality management and quality assurance training for all employees engaged in quality and performance monitoring
- Developed and oversaw an effective quality management system to continuously identify opportunities for improvement while maintaining adherence to contract driven key performance requirements
- Ensured the performance and quality of services conform to established company and regulatory standards
- Identified, documented, tracked corrective actions to closure
- Interacted with customers and suppliers on quality issues plus resolution of any problems within process and final product acceptance
- Interacted with the cross-functional teams
- Maintained updated knowledge of the project program and requirements to ensure contract compliance
- Managed implementation and compliance of Quality Management program, including record keeping and training of department-level Quality representatives
- Managed internal and external clients' expectations related to quality management
- Monitored and responded to inquiries and provide support for monthly server maintenance activities
- Performed Quality Assurance (QA) activities
- Performed and coached others in data analysis and perform root cause analysis
- Produced the quality assurance and performance reports as required by contract and project operations
- Provided feedback on requirements and functional specifications
- Provided input, guidance and coaching to site leadership team to insure continuous improvement
- Scheduled and coordinated all the quality and performance monitoring activities of QA staff across the project
- Scheduled, coordinated and reported on both internal and external audit functions of the quality management system
- Supported managers by providing detailed weekly and monthly QA trend reports
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