Quality Manager

Job Title: QA Manager

Area: Contact Center

Reporting to: Function Operations Support Manager

Responsibilities:

• Lead and supervise a team of QA specialists, providing guidance, support, and coaching.
• Develop and implement quality assurance strategies and initiatives to ensure consistent quality across all operations.
• Conduct regular performance evaluations and provide feedback to team members.
• Collaborate with other departments to establish quality standards and monitor compliance.
• Resolve escalated quality-related issues and implement corrective actions as needed.
• Create Weekly and monthly reports based on the business needs and requirements.
• Create Quality processes and agreements with other departments.
• Ensure Governance and Compliance of Quality team members.