Quality Manager Contact Centre

As a Quality Manager in the Contact Centre, you will be responsible for overseeing and driving the quality program to ensure consistent, high-quality customer experiences. Your role will involve developing, implementing, and maintaining quality assurance policies, procedures, and standards for all call center operations. You will also be monitoring, evaluating, and reporting on agent-customer interactions using various performance metrics such as CSAT, FCR, AHT, NPS, and QA scoring. Key Responsibilities: - Develop, implement, and maintain quality assurance (QA) policies, procedures, and standards for all call center operations. - Monitor, evaluate, and report on agent-customer interactions using various performance metrics (e.g., CSAT, FCR, AHT, NPS, QA scoring). - Design and execute QA audits; analyze trends and recommend improvements. - Manage a team of QTLs and QAs and drive their performance. - Deliver actionable feedback and coaching to agents and team leaders on quality and compliance. - Conduct regular training sessions on call center best practices, policy updates, and customer service excellence. - Partner with operations, training, and workforce management teams to align on quality goals and share insights. - Set quality benchmarks and continuously review processes and scripts for improvement. - Generate reports and present findings on quality performance to leadership; establish action plans as needed. - Stay current on industry best practices and evolving customer expectations. - Ensure compliance with regulatory and organizational standards. Qualifications: - Bachelor's degree or equivalent experience in business, communications, or a related field. - 5+ years of experience in a call center environment, with at least 2 years in a quality management or supervisory role. - Deep understanding of call center KPIs and performance metrics (e.g., CSAT, AHT, FCR, NPS). Join us in this role to make a significant impact on the quality of customer interactions and contribute to the continuous improvement of our call center operations.,