Job Description
QUALITY ASSURANCE(QA) MANAGER
We are seeking an experienced and results-driven Quality Assurance Manager to lead the QA function of our dynamic and fast-paced call center operation. The ideal candidate will play a key role in maintaining and enhancing the quality of customer interactions by monitoring, evaluating, and continuously improving agent performance. This position requires a strategic thinker with strong leadership capabilities and a solid background in customer service excellence.
Key Responsibilities
- Lead and manage the Quality Assurance team to ensure consistent quality standards across all customer interactions
- Develop and implement QA frameworks, scorecards, and evaluation criteria aligned with business goals
- Monitor and evaluate inbound and outbound calls, emails, and chats for compliance with policies, procedures, and customer service standards
- Provide constructive feedback, coaching, and actionable insights to team leaders and agents
- Identify training needs based on QA findings and work closely with the Training Department
- Analyze trends in customer interactions to improve processes and enhance customer experience
- Prepare regular reports and quality dashboards for senior management
- Drive a culture of quality, accountability, and continuous improvement
Qualifications & Experience
- Bachelor’s degree in Business Management, Communications, or a related field
- Minimum of 3-5 years of experience in a similar QA leadership role within a call center environment
- Strong knowledge of customer service standards and call center metrics
- Excellent analytical, communication, and leadership skills
- Proficiency in QA tools, CRM systems, and Microsoft Office Suite
- Experience in BPO or multi-process environments is an added advantage
Why Join Us?
- A supportive and collaborative work culture
- Opportunity to lead a vital function with a direct impact on customer satisfaction
- Career growth and development opportunities
- Attractive remuneration package
