QA Manager

QA Manager

Position Overview

The QA Manager will be responsible for overseeing quality assurance processes within the call center to ensure exceptional customer interactions, compliance with client requirements, and continuous performance improvement. This role involves managing QA sessions, providing constructive feedback, and driving quality and productivity across teams.

Key Responsibilities

· Manage the QA process to ensure adherence to quality standards and client requirements.

· Plan and conduct QA sessions and performance reviews.

· Provide constructive coaching and feedback to agents and team leads.

· Monitor call quality and evaluate agents based on predefined QA Protocols.

· Prepare weekly and monthly detailed QA reports.

· Collaborate with operations and training teams to identify skill gaps and recommend improvement plans.

· Develop and implement strategies to enhance overall quality and productivity. ...