Assistant Manager, Quality Control (3 Days Left)

About the Company

As the world’s leading multidisciplinary service provider, Deluxe underpins the media and entertainment industry, servicing content creators and distributors including Netflix, WarnerMedia, The Walt Disney Company, Amazon, Apple, Viacom, NBCU, Google, AT&T and many others, by providing Global Content Distribution, Localization, Accessibility and Mastering while leading end-to-end innovation with unparalleled scale and agility across the Streaming, Theatrical, Broadcast and Mobile landscapes. With headquarters in Los Angeles and offices around the globe, the company employs over 3,200 of the most talented and experienced industry individuals worldwide. For more information, please visit www.bydeluxe.com

Position Summary

Monitoring and overseeing the overall functioning and performance of the QC department, with regards to daily operations and personnel development. Focus on maintaining a quality yield of over 98% and 100% on-time delivery. Ensuring team functions at an ideal capacity between full time and freelance staff to manage peak volumes; and monitor benchmarks. Innovate and improve process thereby ensuring overall cost reduction and improved efficiency and quality gains. To motivate and keep high team morale and positive attitude towards work

Outcomes and Accomplishments

As an Assistant Manager, you are required to :

• Directly responsible for 2 to 3 Team Leads who will internal see 25 to 30 editors
• Ensure implementation of quality producers. This includes roll out of new procedures, keeping the team updated on client specifications
• Collaborate with other departments regarding policies and procedures
• Involvement in QA research and feedback. Channeling internally and externally through :
• timely follow-up with individuals or / and the team to ensure the issue at hand is fully addressed and understood
• Suggest corrective and preventive actions.
• Analyzing error trends and using the data to ensure the targeted group has received the required refresher / training
• To improve the overall quality of deliverables by the team and come up with initiatives that increase overall quality and productivity
• Identify areas of improvement in team by :
• Regularly review and analyze error trends and other quality issues and implement corrective and preventive solutions
• Regularly review the QC procedures they are up to date
• Improve efficiency
• Encourage and implement automation
• Ensure the team is updated on the latest software updates and collaborate with the Process Lead / SME to suggest improvements
• Represent the QC team in relevant meetings and calls
• Team metrics and data organization :
• To maintain the teams’ metrics and present them at monthly performance reviews
• Ensure this data is used to display current performance and to ensure adequate capacity for projected volumes
• To share this data with team management and the team to improve overall performance
• Training and Documentation : Work with trainers and documentation representatives and management :
• Organize the training plan for new recruits
• Schedule refresher training for the team
• Ensure all QC documentations are up to date
• Assess documents on a quarterly basis to ensure they are in accordance with Deluxe, client and department expectation
• Enforcement :
• Ensure all relevant trackers are accurately updated by the team
• Ensure that Team Leads are accurate and prompt with their task
• To also ensure that established procedures are followed by the team and enforced regularly by the Team Leads
• Be involved in business continuity and succession planning, ensuring the next generation of leaders are well groomed, think and act in the desire fashion :
• To chart out team members’ growth in the company, along with Team Leads and managers, and plan for future growth and numbers, promotions, etc, and groom them in accordance with this plan
• Work with senior employees individually, if possible, on projects that can bring out their strengths and allow them to develop
• Monitor how Team Leads plan their tasks and provide guidance on delegation of tasks and grooming, when required
• To ensure smooth and effective communication within the team
• Maintain discipline within the team with respect to schedule adherence
• To motivate the team and ensure high morale. Work with Leads, managers, and HR, to assure employee engagement are heard and addressed
• Conduct annual appraisals of the three Team Leads and participate in the appraisals of team members by the leads
• Recognize and reward team members’ accomplishments, through various award nominations
• To groom backups to take for all tasks

What You Bring :