QA Manager

• Develop and implement a comprehensive QA framework to monitor and enhance service quality across campaigns.
• Establish quality metrics and standards tailored to client requirements and business goals.
• Align QA processes with industry best practices and regulatory standards.
• Team Leadership

• Recruit, train, and manage QA analysts and supervisors, ensuring the team has the skills and resources to excel.
• Conduct regular coaching and calibration sessions to maintain consistency in evaluations.
• Foster a culture of accountability, teamwork, and continuous improvement within the QA department.
• Monitoring and Reporting

• Oversee quality audits, call monitoring, and other performance evaluation processes to identify trends and improvement opportunities.
• Analyze quality data and provide actionable insights to operations and leadership.
• Prepare and present regular reports on quality performance, including root cause analysis and recommendations.
• Collaboration and Stakeholder Engagement

• Work closely with operations, training, and client teams to align quality standards and address service gaps.
• Provide feedback to training teams to address knowledge and skill gaps identified through QA processes.
• Act as a point of contact for clients on quality-related matters, ensuring their expectations are met or exceeded.
• Continuous Improvement

• Identify process inefficiencies and collaborate with teams to implement corrective actions.
• Introduce and leverage AI tools, speech analytics, and other technologies to enhance quality monitoring and reporting.
• Stay updated on industry trends and innovations to ensure QA processes remain competitive and effective.

• 3+ years of quality assurance experience, with at least 2 years in a management role in the BPO industry.
• Proven track record of managing QA frameworks across multiple campaigns or verticals.

• Strong analytical skills with the ability to interpret and present data-driven insights.
• Exceptional communication and interpersonal skills for managing cross-functional teams and clients.
• Proficiency in QA tools, CRM systems, and reporting platforms.
• Leadership and conflict resolution skills to manage diverse teams and address performance issues effectively.

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