BPO Quality Assurance Leader

Take charge as a detail-oriented Quality Assurance Manager to oversee QA functions in a BPO contact center. Your expertise will ensure service quality and compliance, driving customer satisfaction across multiple accounts. In this leadership role, you will steer the QA team, developing frameworks and scorecards while analyzing quality trends.

Your focus on continuous improvement will align QA initiatives with business objectives, fostering operational excellence. Regular audits, feedback sessions, and coaching will enhance agent performance significantly. Key Responsibilities:
• Lead monitoring of agent interactions across campaigns
• Develop QA frameworks and scorecards
• Analyze quality trends for operational insights
• Ensure compliance with client and regulatory standards
• Conduct audits and coach agents for performance improvement Requirements:
• Bachelor’s degree in business or related field preferred
• 3+ years in QA leadership within BPO or contact center
• Strong QA methodologies and contact center operations knowledge
• Excellent analytical, coaching, and communication skills
• Experience with QA software and CRM systems Elevate the quality assurance function, enhancing service delivery and customer satisfaction across diverse client accounts.