Job Summary
The Quality Manager is responsible for leading and managing the Quality Assurance function across assigned programs, ensuring compliance with client requirements, operational standards, and organizational objectives. This role drives quality excellence through effective audit governance, performance analytics, calibration management, coaching strategies, and continuous improvement initiatives.
The Quality Manager partners closely with Operations, Training, Workforce Management, Client Services, and other support functions to improve customer experience, operational performance, and business outcomes. The role is accountable for achieving quality targets, maintaining audit integrity, and providing strategic insights to stakeholders and clients.
Key Responsibilities
Quality Strategy & Leadership
- Develop and execute quality assurance strategies aligned with client and organizational goals.
- Lead a team of QA Leads and Quality Assurance Representatives (QARs).
- Establish quality governance processes, standards, and performance expectations.
- Drive a culture of quality, accountability, and continuous improvement throughout the organization.
- Ensure consistent implementation of quality frameworks across programs and sites.
Quality Operations Management
- Oversee quality monitoring activities for voice, chat, email, social media, and back-office transactions.
- Ensure audit coverage is completed in accordance with client and contractual requirements.
- Monitor evaluation accuracy and maintain scoring consistency through regular calibrations.
- Ensure timely completion of audits, feedback sessions, and reporting requirements.
- Review and validate quality trends and performance drivers.
Performance Analytics & Reporting
- Analyze quality metrics, customer experience indicators, and operational KPIs.
- Identify performance trends, gaps, risks, and opportunities for improvement.
- Prepare and present executive summaries, business reviews, and client presentations.
- Provide actionable insights related to QA Score, CSAT, NPS, FCR, Compliance, and Customer Effort.
- Develop performance dashboards and scorecards for stakeholders.
Client & Stakeholder Management
- Serve as the primary Quality point of contact for clients and internal stakeholders.
- Participate in business reviews, governance meetings, and operational discussions.
- Present quality performance, action plans, and continuous improvement initiatives to clients.
- Build strong partnerships with Operations, Training, and Client Services teams.
- Manage escalations related to quality concerns and customer experience issues.
Coaching & Performance Improvement
- Partner with Operations leaders to implement targeted performance improvement plans.
- Support coaching effectiveness by providing data-driven recommendations.
- Oversee quality action plans for underperforming teams, programs, or individuals.
- Monitor effectiveness of interventions and identify opportunities for further improvement.
- Facilitate quality workshops and best-practice sharing sessions.
Calibration & Compliance Management
- Lead internal and client calibration sessions to ensure scoring alignment.
- Ensure compliance with client requirements, regulatory standards, and company policies.
- Maintain quality documentation, audit processes, and governance controls.
- Identify compliance risks and implement corrective actions as necessary.
- Support internal and external quality audits.
Continuous Improvement & Transformation
- Drive Root Cause Analysis (RCA) and continuous improvement initiatives.
- Partner with Training and Operations teams to address systemic performance issues.
- Lead process improvement projects focused on customer experience and operational efficiency.
- Recommend enhancements to scorecards, audit processes, and quality methodologies.
- Support program launches, transitions, and client implementations.
People Management
- Recruit, develop, and retain high-performing QA teams.
- Conduct performance reviews, coaching sessions, and career development discussions.
- Manage workforce planning, scheduling, and resource allocation for QA personnel.
- Promote employee engagement and foster a positive team environment.
- Ensure team adherence to productivity, quality, and attendance expectations.
Key Performance Indicators (KPIs)
- Overall Quality Score Achievement
- Audit Completion and Coverage Compliance
- Calibration Accuracy and Alignment Scores
- CSAT (Customer Satisfaction)
- NPS (Net Promoter Score)
- FCR (First Call Resolution)
- Client Satisfaction Ratings
- Action Plan Effectiveness
- Team Productivity and Utilization
- Compliance and Regulatory Adherence
- Employee Engagement and Retention
Qualifications
Education
- Bachelor’s degree graduate in any discipline.
- Equivalent work experience may be considered in lieu of a degree.
Experience
- Minimum 5-7 years of experience in a BPO or Contact Center environment.
- At least 2-3 years of leadership experience managing Quality Assurance teams.
- Proven experience managing multiple programs, clients, or lines of business.
- Experience presenting performance reviews and business insights to senior leadership and clients.
Skills and Competencies
Leadership Skills
- People management and team development
- Coaching and mentoring
- Change management
- Stakeholder management
- Decision-making and problem-solving
Technical Skills
- Quality management methodologies
- Root Cause Analysis (RCA)
- Process improvement techniques
- Data analytics and reporting
- Audit and compliance management
Business Skills
- Strong business acumen
- Strategic thinking
- Project management
- Client relationship management
- Risk assessment and mitigation
System Proficiency
- Microsoft Excel (advanced)
- PowerPoint
- Power BI and reporting tools
- Quality monitoring systems
- CRM and contact center platforms
- Microsoft Teams and SharePoint
Preferred Qualifications
- Six Sigma Green Belt, Black Belt, or Lean Certification
- COPC Certification
- Customer Experience (CX) Certification
- Project Management Certification (PMP, CAPM, or equivalent)
- Experience supporting multi-channel customer support environments
Working Conditions
- Amenable to shifting schedules, weekends, and holidays as business requires.
- Ability to support multi-site or global operations.
- May work in onsite, hybrid, or remote environments based on business needs.
- Occasional travel may be required for client meetings, business reviews, and operational support.
Core Competencies
- Customer Focus
- Leadership Excellence
- Accountability
- Strategic Thinking
- Data-Driven Decision Making
- Collaboration and Influence
- Continuous Improvement
- Results Orientation
- Integrity and Compliance
- Innovation and Change Leadership
Success in this Role
Success as a Quality Manager is demonstrated through sustained achievement of quality and customer experience targets, effective leadership of QA teams, strong client partnerships, continuous process improvement, and the ability to translate quality insights into measurable business results.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
