Quality Assurance Manager

Overview

Seeking an experienced Quality Assurance (QA) Manager to oversee and enhance quality analysis processes within Customer Service and Sales teams. This role focuses on managing quality audits, facilitating calibration sessions, detecting process inefficiencies, and implementing improvements along with coaching strategies to boost team performance.

Key Responsibilities

• Lead and coordinate quality audits covering inbound/outbound calls, emails, and other customer interactions.
• Continuously monitor service quality and discover opportunities for enhancement across Customer Service and Sales departments.
• Conduct regular calibration meetings with Operations and QA teams to ensure evaluation consistency.
• Design and execute corrective and preventive actions to raise performance standards.
• Determine training requirements and partner with Training teams to deliver coaching sessions.
• Generate and present comprehensive daily, weekly, and monthly quality reports to management.
• Organize quality briefings and feedback sessions for advisors and team members.
• Analyze customer feedback, audit outcomes, and quality metrics to endorse process improvements.
• Ensure adherence to quality regulations, standard operating procedures, and company policies.
• Foster a culture emphasizing continuous improvement, operational excellence, and customer satisfaction.

Required Skills and Expertise

• Proficiency in Quality Assurance and Quality Management methodologies.
• Experience in call monitoring and conducting call audits.
• Ability to implement process improvements and lead calibration sessions.
• Skilled in quality coaching, effective feedback, and performance evaluations.
• Advanced competency in Root Cause Analysis and utilisation of quality audit tools.
• Strong command over Microsoft Excel for reporting and data analysis.
• Demonstrated leadership capabilities and excellent communication skills.
• Critical thinking with solid problem solving and analytical aptitude.

Educational and Professional Requirements

• Minimum 5 to 7 years of relevant experience in Quality Assurance or Quality Analysis.
• Preference for candidates with International BPO experience, especially in US/UK processes.
• Graduate or Postgraduate degree in any discipline is mandatory.
• Possession of professional certifications in Quality Management adds advantage.
• Experience handling QA teams and initiating quality improvement measures, especially within Sales or Lead Generation, preferred.

Industry Preferences

• International BPO
• Real Estate
• Banking
• Insurance
• Travel
• Customer Support
• Sales or Lead Generation

Why Work With Us?

• Lead a dynamic and high-achieving quality assurance team.
• Opportunity to spearhead significant, business-impacting quality initiatives.
• Work culture focused on collaboration and professional growth.
• Competitive remuneration and prospects for career progression.