Quality Assurance Manager

About the role

The Quality Assurance Manager will lead the QA function within a contact centre, ensuring an exceptional customer experience, operational excellence and strict compliance with company standards. This role designs and implements QA frameworks, monitors interactions across voice, email, chat and social media, and drives continuous improvement initiatives.

Key responsibilities

• Develop and maintain the Contact Center Quality Assurance framework, policies and procedures.
• Design quality scorecards and evaluation criteria for all communication channels.
• Monitor and evaluate customer interactions to ensure adherence to quality and compliance standards.
• Conduct regular calibration sessions with Team Leaders and Operations Managers.
• Oversee quality audits and manage monitoring schedules.
• Analyze performance trends, identify root causes and present actionable insights.
• Drive continuous improvement projects to boost customer satisfaction and operational efficiency.
• Partner with Training and Operations to identify skill gaps and support coaching programs.
• Ensure compliance with internal policies, industry regulations and data‑privacy standards.
• Lead and develop the QA team, set objectives and collaborate with cross‑functional stakeholders.

Required profile

• Bachelor's degree in Business Administration, Management, Communications or related field.
• 5–8 years of experience in Contact Center Operations and Quality Assurance.
• 2–3 years in a leadership or managerial QA role.
• Experience managing quality programs in BPO, customer service or shared‑services environments.
• Strong understanding of Customer Experience (CX) principles and quality management methodologies.

Required skills

• Contact Center Quality Monitoring
• Root Cause Analysis
• Data Analysis and Reporting
• Quality Framework Development
• Process Improvement Methodologies
• CRM systems