Quality Assurance Manager

About the role

The Quality Assurance Manager leads the Customer Experience (CE) team, overseeing more than 1,000 frontline staff. The role focuses on improving service quality, maintaining high customer satisfaction, and driving continuous process innovation.

Key responsibilities

• Coach and develop CE Team Leads, creating customized action plans and documenting progress.
• Design and implement career development plans, departmental structures, and policies to boost CSAT performance.
• Participate in internal and external review meetings (WBR, MBR, QBR, YBR) to discuss trends, recommend solutions, and drive innovation.
• Manage client communications, align quality assurance strategies, and support workforce forecasting and headcount planning.
• Ensure proper use of the Verint tool, maintain data compliance, and coordinate with IT for issue resolution.

Required profile

• At least 6 years of call‑center experience, with 5 years in quality assurance and 3 years in a managerial role.
• Strong analytical, problem‑solving, and decision‑making abilities.
• Excellent oral and written communication, active listening, and the ability to work with minimal supervision.

Required skills

• Proficiency with Microsoft Office (Word, Excel, etc.).
• Knowledge of business‑process‑improvement frameworks such as Six Sigma, COPC, and ISO.