Job Title: Quality Assurance Manager - Voice Process (BPO)
Location: Mangalore
Shifts: Rotational Shift including night shifts
Employment Type: Full time

About Us:
unifyCX (www.unifycx.com) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Job Summary:
The Quality Assurance Manager will be responsible for developing, implementing, and maintaining quality assurance processes, procedures, and standards for our BPO operations. This role involves leading a team of QA analysts, driving performance excellence, and ensuring service delivery meets or exceeds client expectations.

Key Responsibilities





Process Management

- Develop and implement quality assurance protocols and standards
- Create and maintain quality monitoring scores and evaluation criteria
- Analyze call recordings, chat logs, and email communications for quality compliance
- Identify trends, gaps, and areas for improvement in service delivery

Team Leadership

- Manage and mentor a team of QA analysts
- Conduct calibration sessions to ensure consistent scoring
- Provide coaching and training to improve team performance
- Set individual and team performance goals

Performance Analysis

- Generate and analyze quality reports and dashboards
- Track key quality metrics (FCR, CSAT, QA scores, etc.)
- Present findings and recommendations to senior management
- Collaborate with operations teams to implement improvements

Client Relations

- Liaise with clients regarding quality expectations and feedback
- Participate in client calibration and quality reviews
- Ensure compliance with client-specific requirements

Skills Needed:

- 10+ years of BPO/Call Center experience with at least 3 years in a QA leadership role
- Excellent communication and listening skills.
- Strong knowledge of call center metrics and KPIs.
- Proficiency in QA tools and software (WFO, CRM systems)
- Ability to provide constructive feedback in a professional and impactful manner.

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