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 specialists
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
Solid 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.