Quality Assurance Manager

Description:

The QA Manager will be responsible for overseeing quality assurance processes within the call center to ensure exceptional customer interactions, compliance with client requirements, and continuous performance improvement. This role involves managing QA sessions, providing constructive feedback, and driving quality and productivity across teams.

Key Responsibilities:

· Lead and manage the QA process to ensure adherence to quality standards and client requirements.

· Plan and conduct QA sessions, calibration meetings, and performance reviews.

· Provide constructive, peer-to-peer coaching and feedback to agents and team leads.

· Monitor call quality and evaluate agents based on predefined QA attributes and metrics.

· Prepare and maintain detailed QA reports and dashboards using MS Excel.

· Collaborate with operations and training teams to identify skill gaps and recommend improvement plans.

· Develop and implement strategies to enhance overall quality and productivity.

· Stay updated on project-specific requirements and aligns QA standards accordingly.

· Ensure timely reporting and presentation of QA findings to management.

Key Eligibility Criteria

· Minimum 1 year tenure OR proven QA experience in a call center environment.

· Strong track record of performance and quality improvement initiatives.

· Comprehensive understanding of QA attributes and call center quality metrics.

· Peer-to-peer coaching abilities and a proven record of delivering constructive feedback.

· Familiarity with project(s) and client-specific requirements.

· Excellent written communication skills.

· Proficiency in MS Excel and experience with QA reporting tools.

· Clear understanding of the QA Manager’s role in driving quality improvement and productivity.

· Experience in planning and conducting QA sessions and feedback meetings.