Quality Assurance Manager

Philadelphia, United States | Posted on 07/17/2025 FTO™ completes four types of work, namely customer engagement, data entry and acquisition, help desk and tech support, and back-office support. Our balanced and holistic approach to managing an offshore delivery center creates a positive work environment. Thus, our agents produce outperforming results for our clients, namely greater accuracy, higher first contact resolution rate, and lower absenteeism and attrition rates. Job Description Fair Trade Outsourcing™ (FTO) is a fast‑growing BPO company and fair‑trade outsourcing center that provides impact sourcing work for companies worldwide. Our primary office is in Philadelphia, Pennsylvania with a global network of delivery centers in the US, Philippines, Mexico, and Ghana. Our Vision: We seek to reduce global poverty and economic insecurity by creating sustainable middle‑class employment, eventually growing a new generation of capital owners from wage earners. We are seeking an experienced Quality Assurance Manager to join our team. In this role, you will oversee and manage the development, implementation, and monitoring of our quality assurance processes, ensuring the delivery of products and services that meet the highest standards of quality. You will work closely with various departments to identify areas for improvement, implement best practices, and lead continuous quality improvement initiatives. Responsibilities Lead the development and implementation of quality assurance policies, procedures, and best practices. Conduct audits and assessments of processes, products, and services to ensure compliance with company standards. Oversee the day‑to‑day activities of the quality assurance team, ensuring efficient operations and team performance. Monitor key performance indicators (KPIs) and customer feedback to identify opportunities for quality improvement. Collaborate with cross‑functional teams (operations, customer service, and production) to drive improvements in processes and outcomes. Ensure all products and services meet client requirements and specifications. Develop and maintain training materials and programs for staff on quality assurance standards and practices. Lead root cause analysis for quality issues and recommend corrective actions. Report on quality assurance metrics and progress to senior management. Stay updated on industry trends, standards, and technologies to ensure compliance with regulatory and industry‑specific requirements. Requirements Bachelor’s degree in Quality Management, Business Administration, or a related field. 4+ years of experience in quality assurance, with at least 2 years in a managerial or leadership role. Strong understanding of quality management systems (QMS) and quality control processes. Experience with ISO standards and audits (ISO 9001, etc.). Excellent problem‑solving, analytical, and organizational skills. Ability to manage multiple priorities and meet deadlines. Strong leadership and interpersonal skills with the ability to mentor and motivate teams. Proficiency in quality management software and tools (e.g., Six Sigma, Lean). Excellent communication skills, both written and verbal. High attention to detail and a commitment to producing quality work. What We Offer Competitive salary and benefits package. Opportunity to work in a collaborative, dynamic, and inclusive environment. Career development opportunities and continuous learning. Flexible work arrangements and a focus on work‑life balance. A chance to be part of a company that values ethical practices and making a positive global impact. #J-18808-Ljbffr