Implementation Project Manager

Role Overview ISTA Solutions, based in Mandaluyong, Metro Manila, is looking for an Implementation Project Manager. This role focuses on guiding client implementations and supporting project delivery across teams. The company values employee satisfaction, work-life balance, and ongoing professional growth. Main Responsibilities Serve as the main contact for …

The Quality Assurance Manager plays a pivotal role in establishing and elevating testing quality standards within our organization. This position is responsible for the development and enhancement of QA processes, procedures, guides, and documentation. Ensuring these practices are well understood and accurately implemented by the appropriate teams is essential for supporting our testing teams in achieving exemplary work execution and the desired outcomes. The QA Manager will monitor the quality and productivity of testing operations, identify gaps, and propose effective solutions to bridge them.Key Responsibilities:Quality Standards: Establish and implement comprehensive QA standards, processes, documentation, and training programs.Evaluate and update tools for defect tracking, test management, and performance metrics.Maintain knowledge bases for tools and ensure timely software updates.Monitor QA metrics and KPIs, addressing concerns proactively.Lead annual reviews of QA policies to ensure continuous improvement.Customer Success Support:Collaborate with Sales, Marketing, and Project Management to determine team size, equipment, and necessary tools.Support project setup and contribute QA expertise during client meetings.Oversee critical project test executions and recommend enhancements.Review QA processes and deliverables to align with both company and client standards.Address QA quality concerns based on client feedback and risk assessments.Leadership:Mentor and support Test Leads to foster engagement and encourage continuous improvement.Promote innovative ideas, recognize achievements, and enhance team collaboration.Assist in onboarding new Test Leads by providing appropriate guidance and resources.General Duties:Collaborate with internal teams to align efforts with company objectives.Administer and support QA tools (e.g., JIRA), escalating risks as necessary.Uphold company policies, security procedures, and organizational values.Manage additional QA responsibilities as required.

Join ISTA Solutions, a leading outsourcing and offshoring company, as we seek a dynamic and results-driven Operations Manager to become part of our growing team. In this role, you will collaborate with a team of highly skilled professionals dedicated to fostering employee satisfaction and maintaining a healthy work-life balance. At ISTA Solutions, we are committed to nurturing a culture of long-term success and lifelong learning. We are looking for an enthusiastic team player ready to make a meaningful contribution to our mission!The Operations Manager will oversee the seamless functioning of call center operations for multiple accounts, ensuring high-quality service delivery and spearheading performance enhancements.Key Responsibilities:Operational Management:Direct daily operations across various client accounts to ensure processes and workflows are both efficient and effective.Manage scheduling, staffing, and resource allocation to align with client requirements and service level agreements (SLAs).Performance Monitoring:Analyze key performance indicators (KPIs) and service metrics for each account.Identify opportunities for improvement and implement strategies to boost performance and efficiency.Client Management:Act as the primary point of contact between the call center and clients, addressing concerns promptly.Ensure that client expectations are not only met but exceeded, fostering strong relationships and high satisfaction levels.Team Leadership:Inspire and motivate call center supervisors, agents, and team members.Provide guidance, training, and support to enhance team effectiveness and engagement.Quality Assurance:Establish and oversee quality control processes to maintain service standards.Conduct regular audits of call center interactions and provide constructive feedback for improvement.Strategic Planning:Devise and implement strategies to optimize account performance and meet client objectives.Collaborate with clients to understand their evolving needs and adjust operational plans accordingly.Reporting and Analysis:Compile and present comprehensive reports on account performance, highlighting metrics, trends, and areas for improvement.Utilize data-driven insights for informed decision-making and continuous improvement.Problem Resolution:Address and resolve complex issues or escalations, both internally and with clients.Implement corrective actions and preventive measures to mitigate future problems.Process Improvement:Continuously assess operational processes to identify opportunities for enhanced efficiency.