Assistant Quality Assurance Manager

As a Quality Analysts Supervisor, your role will involve supervising and mentoring the Quality Analysts team to ensure accurate call monitoring and feedback delivery. You will conduct regular audits of inbound and outbound calls, chat, or email interactions to evaluate agent performance. Identifying gaps in communication, compliance, and process adherence will be crucial, as you will need to share actionable insights with operations. Developing and implementing quality frameworks, standard operating procedures (SOPs), and best practices will be part of your responsibilities. Additionally, you will create and analyze quality reports and dashboards to identify trends and areas of improvement. Collaborating with Training and Operations teams to design refresher training programs based on audit findings will also be essential. Handling internal and external quality reviews to ensure all metrics and compliance standards are met and supporting the Quality Manager in driving Six Sigma or other continuous improvement initiatives are key aspects of the role. Finally, conducting Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) on quality-related issues will be part of your duties. Qualifications required for this role include a Bachelor's degree in any discipline; certification in Quality (Six Sigma, COPC, etc.) is a plus. You should have 4-7 years of experience in the Quality function within a BPO environment. A strong understanding of call center KPIs, customer experience, and quality parameters is essential. Excellent verbal and written communication skills, proficiency in MS Excel, PowerPoint, and reporting tools, an analytical mindset with attention to detail, and strong problem-solving skills are also necessary. You should be able to work in a fast-paced environment and manage multiple priorities effectively. Preferred skills for this role include experience in both voice and non-voice process quality management, familiarity with international BPO standards (if applicable), and team handling or mentoring experience. As a Quality Analysts Supervisor, your role will involve supervising and mentoring the Quality Analysts team to ensure accurate call monitoring and feedback delivery. You will conduct regular audits of inbound and outbound calls, chat, or email interactions to evaluate agent performance. Identifying gaps in communication, compliance, and process adherence will be crucial, as you will need to share actionable insights with operations. Developing and implementing quality frameworks, standard operating procedures (SOPs), and best practices will be part of your responsibilities. Additionally, you will create and analyze quality reports and dashboards to identify trends and areas of improvement. Collaborating with Training and Operations teams to design refresher training programs based on audit findings will also be essential. Handling internal and external quality reviews to ensure all metrics and compliance standards are met and supporting the Quality Manager in driving Six Sigma or other continuous improvement initiatives are key aspects of the role. Finally, conducting Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) on quality-related issues will be part of your duties. Qualifications required for this role include a Bachelor's degree in any discipline; certification in Quality (Six Sigma, COPC, etc.) is a plus. You should have 4-7 years of experience in the Quality function within a BPO environment. A strong understanding of call center KPIs, customer experience, and quality parameters is essential. Excellent verbal and written communication skills, proficiency in MS Excel, PowerPoint, and reporting tools, an analytical mindset with attention to detail, and strong problem-solving skills are also necessary. You should be able to work in a fast-paced environment and manage multiple priorities effectively. Preferred skills for this role include experience in both voice and non-voice process quality management, familiarity with international BPO standards (if applicable), and team handling or mentoring experience.