The Quality Assurance (QA) Manager is responsible for developing, implementing, and managing quality assurance programs within the contact center to ensure exceptional customer experience, operational excellence, and compliance with company standards. The role focuses on monitoring customer interactions, identifying improvement opportunities, driving quality initiatives, and collaborating with operations teams to enhance overall performance and service delivery.

Key Responsibilities

Quality Management & Monitoring

Develop and maintain the Contact Center Quality Assurance framework, policies, and procedures.
Design quality scorecards and evaluation criteria across all communication channels (voice, email, chat, social media).
Monitor and evaluate customer interactions to ensure adherence to quality standards and compliance requirements.
Conduct regular calibration sessions with Team Leaders and Operations Managers to ensure scoring consistency.
Oversee quality audits and maintain quality monitoring schedules.

Performance Analysis & Improvement

Analyze quality performance trends and identify root causes impacting customer experience.
Prepare and present quality reports, dashboards, and actionable insights to management.
Drive continuous improvement initiatives to enhance customer satisfaction and operational effectiveness.
Recommend process enhancements and corrective action plans based on audit findings.

Coaching & Training Support

Partner with Training and Operations teams to identify knowledge and skill gaps.
Support coaching programs by providing detailed feedback and quality insights.
Participate in the development of training materials and refresher programs.
Ensure agents and team leaders understand quality expectations and best practices.

Compliance & Risk Management

Ensure compliance with internal policies, industry regulations, and client requirements.
Conduct compliance audits and recommend risk mitigation measures.
Monitor adherence to data privacy, security, and regulatory standards.

Leadership & Stakeholder Management

Lead and develop the QA team, including Quality Analysts and Senior QA Specialists.
Set performance objectives and KPIs for the quality function.
Collaborate with Operations, Workforce Management, Training, and Client Services teams.
Participate in client meetings and business reviews as the Quality representative.

Qualifications & Experience

Education

Bachelor's degree in Business Administration, Management, Communications, or a related field.

Experience

5–8 years of experience in Contact Center Operations and Quality Assurance.
Minimum 2–3 years in a leadership or managerial QA role.
Experience managing quality programs in BPO, customer service, or shared services environments.
Strong understanding of customer experience (CX) principles and quality management methodologies.

Skills & Competencies

Technical Skills

Contact Center Quality Monitoring
Root Cause Analysis
Data Analysis and Reporting
Quality Framework Development
Process Improvement Methodologies
CRM and Contact Center Systems Knowledge

Soft Skills

Strong leadership and people management skills
Excellent communication and presentation abilities
Analytical and problem-solving mindset
Stakeholder management
Coaching and mentoring capabilities
Attention to detail and organizational skills

Preferred Qualifications

Six Sigma Green Belt/Black Belt Certification.
COPC Certification or exposure to COPC standards.
Experience with Quality Management tools and Customer Experience platforms.
Knowledge of ISO standards and continuous improvement methodologies.

Working Relationships

Internal:

Contact Center Operations
Training Team
Workforce Management
HR & Learning & Development
Senior Management

External:

Clients
Auditors

Quality Assurance Manager