Quality assurance managers ensure that the products or services offered by a company or organisation are up to the desired standard. This is done in two main ways: by closely examining the products and services being offered and by being a liaison with customers and employees to better understand how these products are produced and received. Individual tasks assigned to a product manager vary by organisation, but most share a common set of duties.
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In conjunction with upper management, quality assurance managers are responsible for establishing standards of quality that all products and services are intended to meet. These standards should be described and made known to all relevant employees.
Inspect Products and Services
After standards for quality have been set, it is the quality assurance manager's job to examine the organisation's products and services both during production and after they have been produced to make sure that they are meeting these standards. If they are not, the manager should identify and correct failures.
Ensure Legal Compliance
In addition to inspecting products and services for quality, it is the quality assurance manager's job to make sure that they are in legal compliance. This includes abiding by legal statutes governing safety, pollution and criminal conduct.
When employees produce products that fall short of an organisation's standards, it is the quality assurance manager's role to retrain the employees. Managers may also sometimes train assistants in their own duties.
Receive Customer Feedback
In addition to inspecting products and services personally, the quality assurance manager should acquire and analyse feedback from customers. This feedback should give the manager a better idea of the customer's interpretation of the organisation's quality, allowing him to make additional improvements.
Although "quality" is an amorphous category, it is the quality assurance manager's job to figure out metrics for measuring quality and identifying how the organisation stacks up. Quality can be measured in a number of ways, such as through technical standards - for instance, the number of defective products produced - or through customer satisfaction.
The quality assurance manager is responsible for reporting his findings to the organisation's upper management. Data identifying performance should be presented to supervisors in the form of periodic reports to allow them to set new goals or identify areas in need of improvement. The manager should then incorporate this feedback into his plan.
In addition to performing specific tasks, an excellent quality assurance manager should also be able to develop and implement other measures that improve product quality or raise efficiency.
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