Job Summary: We are looking for an experienced and result-oriented Quality Assurance Manager to lead our Quality Analysis function and drive continuous improvement across Customer Service and Sales teams. The ideal candidate will be responsible for managing quality audits, leading calibration sessions, identifying process gaps, implementing quality improvement initiatives, and developing coaching strategies to enhance team performance. If you have strong expertise in quality management, call auditing, process improvement, and team leadership within an International BPO or Sales workplace, we'd love to hear from you.
Key Responsibilities: Lead and manage quality audits for inbound and outbound calls, emails, and customer interactions. Monitor service quality and identify improvement opportunities across Customer Service and Sales teams. Conduct calibration sessions with Operations and QA teams to maintain consistency in quality evaluations.
Develop and implement corrective and preventive action plans to improve overall performance. Identify training needs and collaborate with Training teams to conduct coaching sessions. Prepare and present daily, weekly, and monthly quality reports to management.
Deliver quality briefings and feedback sessions for advisors and team members. Analyze customer feedback, audit reports, and quality metrics to drive process improvements.
Ensure compliance with quality standards, SOPs, and organizational policies.
Promote a culture of continuous improvement, operational excellence, and customer satisfaction.
Required Skills: Quality Assurance &
• Quality Management Call Monitoring &
• Call Audits Process Improvement Calibration Sessions Quality Coaching &
• Feedback Performance Analysis Root Cause Analysis Quality Audit Tools Advanced Microsoft Excel &
• Reporting Team Leadership Excellent Communication Skills Problem Solving &
• Analytical Thinking Qualifications: ence in Quality Assurance or Quality Analysis. Hands-on experience in International B Graduate or Postgraduate in any discipline. Relevant professional certifications in Quality Management are an added advantage.
Experience: 5–7 years of experi PO (US/UK Process) is preferred. Candidates with Sales or Lead Generation quality experience will be given preference.
Experience managing QA teams and driving quality improvement initiatives.
Preferred Industry: International BPO Real Estate Banking Insurance Travel Customer Support Sales / Lead Generation Why Join Us? Lead a high-performing Quality team. Opportunity to drive business-critical quality initiatives. Collaborative and growth-oriented work culture. Competitive salary and career advancement opportunities.