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

About the role

The Quality Manager will lead the QA function for a large bilingual call‑center operation, overseeing more than 1,000 frontline agents. You will ensure high customer experience standards, drive continuous improvement, and act as the primary liaison between the client and internal teams.

Key responsibilities

• Supervise QA Team Leads, ensuring effective execution of quality initiatives.
• Design and implement career development plans for QA staff.
• Conduct final analysis, review, and approval of service‑quality recommendations.
• Document and distribute minutes from department meetings.
• Coach CE Team Leads, create customized action plans, and track progress.
• Promote cross‑department collaboration to meet CSAT targets.
• Participate in internal and external review meetings (WBR, MBR, QBR, YBR) and propose process innovations.
• Manage Verint tool usage, training, and data compliance.
• Maintain client communication, aligning QA strategies with business goals.
• Forecast headcount, handle requisitions, promotions, and right‑sizing.
• Oversee team morale, conduct regular group discussions, and resolve staff concerns.
• Perform administrative duties such as payroll processing and status changes.

Required profile

• Proven experience in quality assurance within a call‑center or BPO environment.
• Strong leadership and people‑development skills.
• Bilingual proficiency in French and English.
• Ability to analyze data, identify trends, and implement corrective actions.
• Excellent communication and stakeholder‑management abilities.

Required skills

• Verint

What we offer

• Opportunity to shape quality strategy for a large, multilingual operation.
• Collaborative environment with global client exposure.
• Career growth and development pathways.