Quality Assurance (QA) Manager

Job Summary

Ellick BPO Solutions is seeking an experienced and detail-oriented Quality Assurance (QA) Manager to join our team in Denver. This role is responsible for overseeing quality standards across BPO operations, ensuring consistent service delivery, and driving continuous improvement initiatives.

The ideal candidate will have strong leadership skills, a deep understanding of QA processes in a BPO or customer service environment, and a passion for delivering excellence.

Key Responsibilities

• Develop, implement, and maintain quality assurance frameworks and processes
• Monitor and evaluate customer interactions (calls, emails, chats)
• Lead and manage the QA team, including training and performance reviews
• Identify performance gaps and recommend improvement strategies
• Collaborate with operations and training teams to enhance service quality
• Ensure compliance with company policies and industry standards
• Prepare QA reports, dashboards, and performance metrics
• Drive continuous improvement initiatives across all departments

Requirements / Qualifications

• Bachelor’s degree in Business, Management, or related field
• 4–8+ years of experience in QA within BPO, call center, or customer service environments
• Proven leadership experience managing QA teams
• Strong knowledge of quality assurance tools and methodologies
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal abilities
• Proficiency in Microsoft Office and QA/reporting tools
• Experience with ISO standards or Six Sigma is an advantage

Salary & Benefits (UK Market)

Salary: $30,000 – $50,000 per year (depending on experience)

Benefits:

• Pension scheme
• Paid annual leave (20–28 days + public holidays)
• Performance-based bonuses
• Career development and training
• Health and wellness support
• Flexible working options (if applicable)

Application Process

Interested applicants may submit their CV/Resume through Indeed.
Only shortlisted candidates will be contacted.

Job Type: Full-time

Pay: $30,000.00 - $50,000.00 per year

Benefits:

• Employee discount
• Referral program

Work Location: Remote