Quality Manager – Call Center/BPO (French & English)

About the role

The Quality Manager will lead the QA function for a large call‑center/BPO environment, overseeing more than 1,000 frontline agents. Reporting to senior leadership, you will ensure high customer experience standards, drive continuous improvement, and act as the primary liaison with the client.

Key responsibilities

• Supervise QA Team Leads, ensuring effective execution of quality initiatives.
• Design and implement career development plans for QA staff.
• Review and approve recommendations to improve service quality and CSAT scores.
• Document meeting minutes and manage departmental communications.
• Coach and develop CE Team Leads, creating customized action plans.
• Foster cross‑department collaboration to align with business strategies.
• Participate in internal and external review meetings (WBR, MBR, QBR, YBR) and propose process innovations.
• Ensure proper usage and training of the Verint tool, maintaining compliance with recording requirements.
• Manage client communications and act as the quality assurance point of contact.
• Collaborate on headcount forecasting, right‑sizing, and promotion processes.
• Handle administrative tasks such as payroll updates and status changes.

Required profile

• Proven experience leading QA teams in a call‑center or BPO setting.
• Strong analytical and problem‑solving abilities.
• Excellent communication skills in both French and English.
• Ability to influence and collaborate across multiple departments.
• Experience with workforce planning and headcount management.

Required skills

• Verint (quality monitoring and analytics platform)

What we offer

• Opportunity to shape quality strategy for a large, multilingual operation.
• Collaborative environment with a focus on professional growth.
• Competitive compensation and benefits package.