We are looking for an experienced QA Manager to lead and manage the Quality Assurance function. The ideal candidate will be responsible for maintaining service quality standards, improving customer experience, and driving continuous process improvements.
Key Responsibilities
- Lead and manage the QA team across processes
- Define and implement quality frameworks, SOPs, and audit mechanisms
- Monitor call/chat/email audits and ensure compliance with quality standards
- Analyze performance data and identify improvement areas
- Conduct calibration sessions with Operations and Training teams
- Drive root cause analysis (RCA) and corrective action plans
- Provide coaching and feedback to improve agent performance
- Ensure adherence to client SLAs and KPIs
- Prepare and present quality reports, dashboards, and insights
- Collaborate with stakeholders for continuous improvement initiatives
- Strong knowledge of Quality frameworks in BPO/Customer Support
- Excellent analytical and problem-solving skills
- Solid communication & stakeholder management
- Experience in call auditing, feedback, and coaching
- Proficiency in Excel / Google Sheets / QA tools
- Ability to lead and manage a team effectively
Qualifications
- Graduate / Postgraduate (preferred)
- 5+ years experience in Quality / QA role
- 2+ years in team handling / managerial role
Preferred Experience
- Experience in International Voice Process
- Exposure to Six Sigma / Lean / COPC (added advantage)