Quality Manager

Role Definition & Requirement:

This role requires overseeing contact center quality assurance programs. Establishes standards

governing customer interactions and implements monitoring programs. Being a Contact Center Quality

Manager designs training programs or process enhancements that correct quality issues.

Primary Functions/Responsibilities:

A Manager / Sr. Manager Quality typically has a wide range of responsibilities, which can include:

• Develop and implement quality assurance policies and procedures for the contact center

operations that align with customer needs and regulatory requirements

• Develop and maintain quality assurance programs, including call monitoring, feedback, and

coaching programs, to improve customer satisfaction and performance

• Work with cross-functional teams to identify areas of improvement and develop action plans to

address performance gaps.

• Provide regular reports to senior management on quality assurance performance, including

trends, issues, and recommended corrective actions

• Work closely with Sr. Trainer/Training Manager & Conduct regular training sessions for contact

center employees on quality assurance policies, procedures, and best practices

• Collaborate with other departments to ensure quality control throughout the organization,

including product development, customer service, and IT

• Manage a team of quality assurance specialists, providing coaching, guidance, and performance

feedback

• Conduct audits of contact center operations and procedures to ensure compliance with regulatory

requirements and internal policies

• Stay up-to-date on industry trends, best practices, and regulatory changes affecting contact

center operations and quality assurance

Minimum skills & knowledge:

• Minimum 2 years of experience in training and Quality in a US Voice Based Sales call center
• Should be comfortable with Night Shifts
• In-depth knowledge of quality assurance processes, techniques, and methodologies
• Familiarity with regulatory requirements and industry standards affecting contact center

operations, such as HIPAA, PCI-DSS, and TCPA

• Experience with quality assurance tools, software, and systems, such as call monitoring software,

quality management systems, and customer feedback tools.

• Strong leadership skills and experience managing a team of quality assurance specialists.
• Excellent communication and interpersonal skills, with the ability to communicate complex

information effectively to stakeholders at all levels.

• Analytical and critical thinking skills, with the ability to identify trends, issues, and opportunities for

improvement.

• Good Aptitude skills-reasoning, logical reasoning and problem solving
• Must have prior experience setting up AI QC Tool
• Experience in managing audits from a risk compliance & control standpoint
• Must possess exposure to Defect Analysis, Continuous improvement, Root cause analysis,

Calibration and Corrective / Preventive action plans

• Should be well versed with Google Suite/ MS Office (Word, Excel, PowerPoint and Outlook)
• Should have excellent communication skills (written and spoken)
• Must have six sigma knowledge (BB trained & Certified) and understanding of basic QC tools
• Should be able to configure and setup Knowledge banks
• Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis