Quality Assurance Manager

About the Role

We are seeking an experienced Quality Assurance Manager to lead our Quality Assurance function within a fast-paced contact center environment. In this role you will be responsible for developing and implementing quality strategies, ensuring compliance with client standards, and driving continuous improvement across customer service operations. The ideal candidate is a quality-focused leader with extensive experience in contact center quality management, performance analysis, coaching, and customer experience optimization.

You will work closely with Operations, Training, Workforce Management, and Client Services to improve service quality and achieve operational excellence.

• Develop and implement quality assurance strategies, policies, and evaluation frameworks across multiple contact center programs.
• Lead and manage the Quality Assurance team, ensuring consistent performance and professional development.
• Design quality scorecards, monitoring guidelines, calibration processes, and audit procedures.
• Monitor customer interactions through call evaluations, chat reviews, email assessments, and other communication channels.
• Analyze quality trends, identify performance gaps, and recommend corrective actions to improve service delivery.
• Conduct regular calibration sessions with Operations, Training, and clients to ensure scoring consistency.
• Partner with Operations Managers and Team Leaders to implement coaching plans that improve agent performance.
• Track and report Quality Assurance KPIs, including Quality Scores, CSAT, First Call Resolution, FCR, Compliance, and Customer Experience metrics.
• Support new client implementations by establishing quality standards and operational processes.
• Prepare and present quality performance reports, root cause analyses, and continuous improvement recommendations to senior leadership and clients.
• Ensure compliance with company policies, client requirements, regulatory standards, and data privacy guidelines.
• Drive quality improvement initiatives that enhance customer satisfaction, operational efficiency, and employee performance.

• Bachelor's degree in Business Administration, Management, Communications, or a related field.
• Minimum 6 years of experience in Quality Assurance within a BPO or contact center environment.
• At least 3 years of experience in a Quality Assurance leadership or management role.
• Strong knowledge of contact center operations, customer experience management, and quality assurance methodologies.
• Experience developing quality frameworks, scorecards, and calibration processes.
• Proficiency with CRM platforms, contact center technologies, Microsoft Excel, and reporting tools.

• Strong leadership and coaching skills with the ability to develop high-performing QA teams.
• Excellent analytical and problem-solving abilities.
• Strong communication and presentation skills with the ability to influence stakeholders at all levels.
• Proven experience working with KPIs such as Quality Score, CSAT, NPS, FCR, AHT, and SLA.
• Ability to analyze large datasets and convert insights into actionable improvement plans.
• Customer-focused mindset with a passion for continuous improvement.
• Professional proficiency in English; additional languages are considered an advantage.