Quality Assurance Manager

About the role

The Quality Assurance Manager leads a large QA function supporting over 1,000 frontline agents. You will oversee QA Team Leads, design career development plans, and ensure high‑quality service delivery and customer experience standards.

Key responsibilities

• Supervise QA Team Leads to guarantee effective task execution.
• Design and implement career development plans for each role.
• Conduct final analysis, review, and approval of service‑quality improvement recommendations.
• Support more than 1,000 frontline FTEs and manage department meeting minutes.
• Provide regular coaching, document progress, and create customized action plans.
• Foster cross‑department collaboration to meet company strategies and CSAT targets.
• Participate in internal and external review meetings (WBR, MBR, QBR, YBR) and drive process innovation.
• Ensure proper usage and training on the Verint tool, maintaining compliance with recording requirements.
• Manage client communications, aligning QA initiatives with business goals.
• Work with Operations and Workforce teams on headcount forecasting, right‑sizing, and promotions.
• Handle administrative tasks such as payroll, status changes, and documentation.

Required profile

• Bachelor’s degree, preferably in Mathematics, Statistics, or Management Information Systems.
• At least 6 years of experience in quality assurance, preferably within a call‑center or customer‑experience environment.
• Proven leadership and team‑development capabilities.
• Strong analytical and problem‑solving skills.

Required skills

• Proficiency with Microsoft Office (Word, Excel, etc.).
• Knowledge of Business Process Improvement frameworks such as Six Sigma, COPC, and ISO.
• Project management experience.
• Experience using Verint or similar quality monitoring tools.