QA Manager (BPO)

Talentboon Consulting

10 - 17 years

14 - 22 Lacs

Hyderabad

Posted:2 days ago| Platform:

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Skills Required

Quality Audit Team Handling QA Scores Call Calibration CSAT Root Cause Analysis QC Tools Coaching Call Monitoring Call Quality Quality Improvement FCR Call Audit Feedback compliance issues Quality Tools Mentoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

Quality Manager

Key Responsibilities:

Develop and manage QA processes
for voice and non-voice customer interactions to ensure adherence to client and internal standards.
Oversee a team of quality analysts to monitor, audit, and evaluate agent calls, chats, and emails.
Analyze call audits and trends
to identify performance gaps and recommend coaching, training, or process changes.
Collaborate with operations, training, and client teams to
develop action plans
for improving customer satisfaction, compliance, and service delivery.
Drive implementation of
quality improvement initiatives
such as call calibration sessions, feedback loops, and scorecard redesigns.
Conduct
quality calibration sessions
with internal teams and clients to ensure scoring consistency and alignment.
Track and report key quality metrics (e.g., CSAT, QA Scores, FCR, compliance issues) on a regular basis.
Ensure the QA function is compliant with
regulatory and contractual standards
(e.g., PCI, HIPAA, GDPR, depending on industry).
Provide regular performance reviews and coaching to QA analysts, ensuring their continuous development.
Develop and maintain documentation including QA policies, SOPs, training materials, and audit templates.
Serve as a
point of contact for client quality escalations
, audits, and reporting.

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