Quality Assurance Manager

Role Overview :

The Quality Manager will oversee and ensure the quality of all customer interactions across incoming calls, outgoing sales calls, Wati chats, and operational communication.

The role focuses on monitoring, evaluating, and improving customer experience across the call center.

Key Responsibilities:

 Monitor incoming calls, evaluate call handling, script adherence, and service quality.

 Review Wati/WhatsApp chats for tone, accuracy, TAT and customer satisfaction.

 Audit outgoing sales calls for lead conversion quality and follow-up standards.

 Prepare weekly quality reports and highlight gaps or improvement areas.

 Conduct refresher training and coaching sessions for agents.

 Ensure SOP compliance across all communication channels.

 Identify repeated issues and coordinate corrective actions with team leads.

Skills Required :

 Strong communication & evaluation skills

 Experience in monitoring calls/chats

 Analytical mindset with attention to detail

 Ability to coach and guide team members

 Customer-first approach