Assistant Manager QA

Job Summary

The Assistant Manager – Quality Assurance is responsible for ensuring service excellence by monitoring, evaluating, and improving the quality of customer interactions across BPO operations. The role supports the QA Manager in driving quality standards, compliance, agent performance improvement, and client satisfaction through data-driven insights and coaching initiatives.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, chats, emails, tickets) against defined quality standards and client SLAs.
• Ensure adherence to internal processes, regulatory requirements, and client compliance guidelines.
• Identify gaps in quality performance and recommend corrective actions.
• Support, guide, and mentor QA Analysts to maintain consistent evaluation standards.
• Conduct calibration sessions with QA, Operations, and Training teams.
• Provide structured feedback and coaching plans to improve agent performance.
• Prepare and share daily, weekly, and monthly quality performance reports.
• Analyze trends, root causes, and quality metrics to drive continuous improvement.
• Present insights and action plans to management and stakeholders.
• Assist in client audits, quality reviews, and business reviews.
• Address quality-related escalations in collaboration with operations teams.
• Ensure client expectations and quality benchmarks are consistently met.

Required Qualifications & Skills

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).

Experience

• 3–5 years of experience in BPO/Contact Center Quality Assurance.
• At least 1–2 years in a senior QA, Team Lead, or Assistant Manager role.

Job Type: Full-time

Work Location: In person