Quality Assurance Manager

About the role

The Quality Assurance Manager will lead the development and execution of QA programmes for a contact‑center environment, ensuring a superior customer experience and compliance with internal standards. This role works closely with operations, training and client services to drive continuous improvement.

Key responsibilities

• Design, implement and maintain the Contact Center Quality Assurance framework, policies and scorecards across voice, email, chat and social media.
• Monitor and evaluate customer interactions, conduct regular calibration sessions and oversee quality audit schedules.
• Analyse performance trends, identify root causes and present actionable insights through reports and dashboards.
• Lead continuous‑improvement initiatives, recommend process enhancements and develop corrective‑action plans.
• Partner with Training and Operations to address knowledge gaps, provide coaching feedback and develop training materials.
• Ensure compliance with internal policies, industry regulations and data‑privacy standards through audits and risk‑mitigation measures.
• Manage and develop the QA team, set performance objectives and collaborate with cross‑functional stakeholders.

Required profile

• Minimum 5 years of experience in quality assurance, preferably within a contact‑center or customer‑service setting.
• Proven ability to lead and develop QA teams and drive stakeholder alignment.
• Strong analytical mindset with experience in performance analysis and reporting.
• Excellent communication skills for coaching, training and presenting findings.

Required skills

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