QA - Deputy Manager

Responsibilities:

• Maintain the entire QA programme, scorecards, and evaluation processes.
• Lead the QA team, including mentoring and performance management.
• Monitor customer service conversations to ensure quality and consistency.
• Identify communication gaps and areas for improvement in agent interactions.
• Work closely with team leads to align on performance goals and coaching needs.
• Create and maintain monthly CS performance reports.
• Handle escalated quality issues and provide guidance on customer handling.

Requirements:

• 1–3 years of relevant experience (Managerial experience preferred).
• Minimum Bachelor’s degree in a relevant field.
• Strong attention to detail and analytical mindset.
• Excellent communication and leadership skills.
• Ability to work cross-functionally and manage multiple priorities.

Location: DHA Phase 1.

Job Type: Full-time

Work Location: In person