Quality Assurance (QA) Manager

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Requirements:

• Bachelor’s degree in a related field or equivalent work experience.
• Minimum of 3 years of experience in quality assurance, preferably in a customer contact center environment.
• Proven experience in managing and developing teams.
• Strong analytical skills with the ability to interpret data.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Proficiency in QA software and tools.
• Familiarity with performance metrics and reporting.

Responsibilities:

• Manage and mentor a team of QA analysts.
• Develop and implement a comprehensive QA strategy.
• Oversee monitoring of customer interactions across various channels.
• Analyze QA data for insights and recommendations.
• Collaborate on training materials and facilitate workshops.
• Prepare and present QA reports to senior management.
• Identify process gaps and work on corrective actions.
• Utilize customer feedback to enhance QA practices.
• Participate in calibration sessions and ensure quality evaluations.
• Ensure compliance with policies and foster a positive team environment.