Quality Assurance Manager

We are seeking a highly experienced and results-driven Quality Manager to lead the Quality Assurance function for a key strategic program within our organization. This is a dedicated role where you will be instrumental in driving quality, customer satisfaction, and compliance across all contact center operations supporting a major global client in the travel/airline sector. If you have a passion for operational excellence and a proven track record in contact center quality, we invite you to apply.

🌟 Key Responsibilities

• Team Leadership: Manage, coach, and develop a team of QA Analysts/Monitors, fostering a high-performance culture.
• Strategic Oversight: Design, implement, and maintain a robust Quality Assurance framework tailored to the specific program's needs.
• Performance Improvement: Analyze quality trends, conduct root cause analysis (RCA) using methodologies like 5 Whys and Fishbone , and present actionable insights to internal and client stakeholders.
• Stakeholder Management: Serve as the primary quality liaison, driving collaboration with Operations, Training, WFM, and the Client team .
• Compliance & Standards: Ensure strict adherence to service standards, regulatory guidelines, data privacy, and security policies.
• Framework Management: Lead calibration sessions, design/update scorecards, build comprehensive SOPs, and manage the QA platform.

✅ Required Qualifications

1. Education & Experience

• 3–5+ years of experience in Contact Center Quality Assurance.
• Proven experience managing or leading QA teams.
• Experience supporting customer service, sales, or technical support programs.
• Demonstrated success driving quality improvement initiatives.

2. Technical & Analytical Skills

• Strong understanding of key contact center KPIs (QA scores, CSAT/NPS, AHT, FCR, compliance, etc.).
• Ability to analyze trends, identify root causes, and present data-driven, actionable insights.
• Familiarity with QA frameworks, calibration processes, and scorecard design.
• Proficiency with MS Excel/Google Sheets and data visualization tools (Tableau, Power BI, etc.).
• Experience with QA platforms and strong documentation skills (SOPs, workflows, process maps).

3. Leadership & Management Skills

• Ability to coach, mentor, and develop a QA team.
• Strong stakeholder management skills across various departments and the Client team.
• Skilled in facilitation of calibrations , feedback sessions, and performance discussions.
• Ability to influence without authority and manage sensitive feedback conversations.
• Strong time management and project management skills.

4. Quality & Compliance Expertise

• Knowledge of standard QA methodologies (sampling, audits, calibration, VOC integration).
• Understanding of compliance requirements (data privacy, security policies, regulatory guidelines).
• Ability to conduct deep-dives and lead RCA methodologies (e.g., 5 Whys, Fishbone).
• Experience creating and updating scorecards and audit guidelines.
• Understanding of call-flow best practices, soft skills, and process adherence.

5. Soft Skills

• Excellent communication skills (verbal and written).
• High attention to detail with a strong sense of ownership.
• Ability to work cross-functionally and foster collaboration.
• Comfortable working under pressure and managing multiple tasks simultaneously.
• A dedicated problem-solver with a continuous improvement mindset.

➕Preferred Qualifications

• Experience in the travel or airline domain is a significant advantage.
• Experience in BPO/outsourcing environments or multi-client setups.
• Lean Six Sigma Yellow/Green Belt certification.
• Knowledge of speech analytics and automation QA tools.
• Experience creating client-facing insights decks.

Apply Today!

If you are ready to take ownership of the quality journey for a major global client and meet the qualifications listed above, we encourage you to apply. Join us in setting the standard for exceptional customer experience!