Manager Quality/Sr. Manager Quality

Hi,

We are hiring for a Manager Quality/Sr. Manager Quality role. Please find the below Key tasks and responsibilities for the same:

Job Description:

Exp level - 12years+

Work Model - WFO

Develop, implement, and maintain quality assurance (QA) policies, procedures, and standards.

Monitor, evaluate, and report on agent-customer interactions using various performance metrics (e.g., CSAT, FCR, AHT, NPS, QA scoring).

Design and execute QA audits; analyze trends and recommend improvements.

Manage a QTL and QAs and drive their performance

Deliver actionable feedback and coaching to agents and team leaders on quality and compliance.

Partner with operations, training, and workforce management teams to align on quality goals and share insights.

Set quality benchmarks and continuously review processes and scripts for improvement.

Generate reports and present findings on quality performance to leadership; establish action plans as needed.

Stay current on the industry best practices and evolving customer expectations.

Ensure compliance with regulatory and organizational standards.

Qualifications

Bachelor's degree or equivalent experience in business, communications, or a related field.

Excellent analytical and problem-solving abilities.

Proven expertise in designing and managing QA frameworks and calibration sessions.

Strong coaching, communication, and interpersonal skills.

Proficient with QA software and reporting tools.

Detail-oriented, with a commitment to accuracy and process improvement.

Experience with regulatory and compliance standards for call centers preferred.

Desirable Skills

Lean, Six Sigma, or similar process improvement certification.

Familiarity with speech/text analytics tools.