Manager - Quality Assurance

• Develop and execute quality assurance strategies aligned with client and organizational goals.

• Develop and execute quality assurance strategies aligned with client and organizational goals.
• Lead a team of QA Leads and Quality Assurance Representatives (QARs).
• Establish quality governance processes, standards, and performance expectations.
• Drive a culture of quality, accountability, and continuous improvement throughout the organization.
• Ensure consistent implementation of quality frameworks across programs and sites.

• Oversee quality monitoring activities for voice, chat, email, social media, and back-office transactions.

• Oversee quality monitoring activities for voice, chat, email, social media, and back-office transactions.
• Ensure audit coverage is completed in accordance with client and contractual requirements.
• Monitor evaluation accuracy and maintain scoring consistency through regular calibrations.
• Ensure timely completion of audits, feedback sessions, and reporting requirements.
• Review and validate quality trends and performance drivers.

• Analyze quality metrics, customer experience indicators, and operational KPIs.

• Analyze quality metrics, customer experience indicators, and operational KPIs.
• Identify performance trends, gaps, risks, and opportunities for improvement.
• Prepare and present executive summaries, business reviews, and client presentations.
• Provide actionable insights related to QA Score, CSAT, NPS, FCR, Compliance, and Customer Effort.
• Develop performance dashboards and scorecards for stakeholders.

• Serve as the primary Quality point of contact for clients and internal stakeholders.

• Serve as the primary Quality point of contact for clients and internal stakeholders.
• Participate in business reviews, governance meetings, and operational discussions.
• Present quality performance, action plans, and continuous improvement initiatives to clients.
• Build strong partnerships with Operations, Training, and Client Services teams.
• Manage escalations related to quality concerns and customer experience issues.

• Partner with Operations leaders to implement targeted performance improvement plans.

• Partner with Operations leaders to implement targeted performance improvement plans.
• Support coaching effectiveness by providing data-driven recommendations.
• Oversee quality action plans for underperforming teams, programs, or individuals.
• Monitor effectiveness of interventions and identify opportunities for further improvement.
• Facilitate quality workshops and best-practice sharing sessions.

• Lead internal and client calibration sessions to ensure scoring alignment.

• Lead internal and client calibration sessions to ensure scoring alignment.
• Ensure compliance with client requirements, regulatory standards, and company policies.
• Maintain quality documentation, audit processes, and governance controls.
• Identify compliance risks and implement corrective actions as necessary.
• Support internal and external quality audits.

• Drive Root Cause Analysis (RCA) and continuous improvement initiatives.

• Drive Root Cause Analysis (RCA) and continuous improvement initiatives.
• Partner with Training and Operations teams to address systemic performance issues.
• Lead process improvement projects focused on customer experience and operational efficiency.
• Recommend enhancements to scorecards, audit processes, and quality methodologies.
• Support program launches, transitions, and client implementations.

• Recruit, develop, and retain high-performing QA teams.

• Recruit, develop, and retain high-performing QA teams.
• Conduct performance reviews, coaching sessions, and career development discussions.
• Manage workforce planning, scheduling, and resource allocation for QA personnel.
• Promote employee engagement and foster a positive team environment.
• Ensure team adherence to productivity, quality, and attendance expectations.

• Overall Quality Score Achievement
• Audit Completion and Coverage Compliance
• Calibration Accuracy and Alignment Scores
• CSAT (Customer Satisfaction)
• NPS (Net Promoter Score)
• FCR (First Call Resolution)
• Client Satisfaction Ratings
• Action Plan Effectiveness
• Team Productivity and Utilization
• Compliance and Regulatory Adherence
• Employee Engagement and Retention

• Bachelor’s degree graduate in any discipline.

• Bachelor’s degree graduate in any discipline.
• Equivalent work experience may be considered in lieu of a degree.

• Minimum 5-7 years of experience in a BPO or Contact Center environment.
• At least 2-3 years of leadership experience managing Quality Assurance teams.
• Proven experience managing multiple programs, clients, or lines of business.
• Experience presenting performance reviews and business insights to senior leadership and clients.

• People management and team development

• People management and team development
• Coaching and mentoring
• Change management
• Stakeholder management
• Decision-making and problem-solving

• Quality management methodologies

• Quality management methodologies
• Root Cause Analysis (RCA)
• Process improvement techniques
• Data analytics and reporting
• Audit and compliance management

• Strong business acumen

• Strong business acumen
• Strategic thinking
• Project management
• Client relationship management
• Risk assessment and mitigation

• Microsoft Excel (advanced)

• Microsoft Excel (advanced)
• PowerPoint
• Power BI and reporting tools
• Quality monitoring systems
• CRM and contact center platforms
• Microsoft Teams and SharePoint

• Six Sigma Green Belt, Black Belt, or Lean Certification

• Six Sigma Green Belt, Black Belt, or Lean Certification
• COPC Certification
• Customer Experience (CX) Certification
• Project Management Certification (PMP, CAPM, or equivalent)
• Experience supporting multi-channel customer support environments

• Amenable to shifting schedules, weekends, and holidays as business requires.

• Amenable to shifting schedules, weekends, and holidays as business requires.
• Ability to support multi-site or global operations.
• May work in onsite, hybrid, or remote environments based on business needs.
• Occasional travel may be required for client meetings, business reviews, and operational support.

• Customer Focus
• Leadership Excellence
• Accountability
• Strategic Thinking
• Data-Driven Decision Making
• Collaboration and Influence
• Continuous Improvement
• Results Orientation
• Integrity and Compliance
• Innovation and Change Leadership