Quality Assurance Manager

About the role

The Quality Assurance Manager leads the QA function within a contact centre, ensuring exceptional customer experiences through monitoring, coaching, analysis and continuous improvement. This role works closely with Operations, Training, Workforce Management and Client Services to uphold quality standards and drive operational excellence.

Key responsibilities

• Lead the QA team, develop and execute quality monitoring programs, and maintain scorecards and evaluation processes.
• Review inbound, outbound and digital customer interactions, monitor agent performance, and conduct calibration sessions with stakeholders.
• Partner with Operations and Supervisors to identify performance gaps, create action plans and support coaching initiatives.
• Produce weekly, monthly and quarterly quality reports, analyse trends and recommend improvements for satisfaction and first‑call resolution.
• Serve as QA subject‑matter expert in client meetings, ensure compliance with client and regulatory requirements, and lead risk‑mitigation initiatives.
• Recruit, train, mentor and evaluate QA analysts and team leads, setting goals and fostering a culture of accountability.

Required profile

• Bachelor’s degree in Business Administration, Communications, Human Resources or related field (preferred).
• 5+ years of QA experience in a call‑center or BPO environment, with at least 2 years in a leadership role.
• Background supporting voice‑based customer service, sales, technical support or collections programmes.
• Proven ability to work with external clients and drive cross‑functional initiatives.

Required skills

• Strong knowledge of quality monitoring methodologies.
• Experience with contact‑center technologies and CRM platforms.
• Advanced Microsoft Excel and reporting‑tool proficiency.
• Familiarity with quality management systems and call‑recording platforms.
• Ability to analyse large data sets and identify performance trends.