Manager Quality Assurance - Contact Center

Job Title: Manager – Quality Assurance (Contact Centre Operations)

Job Summary:

We are seeking a detail-oriented and proactive Manager – Quality Assurance to oversee and improve the quality of our contact centre operations. The ideal candidate will be responsible for driving continuous improvement in customer interactions by leading quality monitoring, calibration sessions, training recommendations, and performance analytics. This role ensures that customer service representatives meet internal standards and deliver exceptional customer experiences.

Key Responsibilities:

• Supervise and guide the QA team in evaluating customer interactions (calls, chats, emails) against defined quality parameters.
• Monitor and analyze trends in agent performance, customer satisfaction, and quality scores.
• Conduct regular calibration sessions with internal stakeholders to ensure scoring consistency.
• Provide actionable insights and feedback to team leaders and training teams to bridge performance gaps.
• Develop and implement QA frameworks, audit forms, and SOPs to ensure consistent service delivery.
• Collaborate with operations, training, and compliance teams to ensure adherence to policies and procedures.
• Assist in designing agent coaching plans and performance improvement programs.
• Prepare quality reports and dashboards for senior management review.
• Participate in recruitment, training, and performance reviews of QA analysts.
• Ensure compliance with regulatory and data security standards (e.g., GDPR, HIPAA, etc., if applicable).

Key Skills & Qualifications:

• Bachelor’s degree in any discipline (preferred: Business, Communications, or related field).
• 4+ years of experience in quality assurance within a contact centre environment.
• At least 1-2 years in a supervisory or assistant manager role.
• Strong knowledge of QA methodologies and contact centre metrics (AHT, CSAT, FCR, QA scores, etc.).
• Excellent analytical, communication, and coaching skills.
• Proficiency in QA tools and CRM platforms (e.g., NICE, Verint, Salesforce, Zendesk).
• Familiarity with Six Sigma, COPC, or similar quality frameworks is a plus.
• Ability to work in a fast-paced and dynamic environment.

Location: Shaheen Complex, 1st floor, Egerton Road, Garhi Shahu, Lahore.

Salary: Up to 200K

Working Days: Monday to Friday

Benefits:

• Weekly 2 Days Off
• EOBI
• Medical Life Insurance (IPD + OPD)
• Annual, Casual and Sick Leaves (38)
• Annual Increment (Performance based)

Job Type: Full-time

Pay: Up to Rs200,000.00 per month

Education:

• Bachelor's (Preferred)

Work Location: In person