Job Description

: The QA Manager is responsible for overseeing and improving the quality of our contact
center operations, with a strong focus on enhancing customer satisfaction (CSAT) while effectively
managing the team of quality analysts. This role plays a crucial part in ensuring that all processes and
policies are executed to deliver a superior customer experience and maintain client satisfaction.

Responsibilities:

Quality Assurance and Improvement:

• Develop and implement strategies to enhance the quality of customer interactions.
• Lead the team of Quality Analysts in monitoring and evaluating customer service interactions for

compliance with established standards and protocols.

• Identify areas for improvement in customer service processes and provide recommendations for

enhancement.

• Develop and implement strategies to ensure that all SOW KPIxe2x80x99S and deliverables related to

Quality Assurance are met and maintained.
Customer Satisfaction (CSAT):

• Develop and execute plans to measure and improve CSAT scores.
• Analyze CSAT data to identify trends, insights, and areas of improvement.
• Collaborate with cross-functional teams to implement changes that positively impact CSAT

scores.

Team Management:

• Supervise and mentor the team of Quality Analysts, providing guidance, training, and support to

ensure their effectiveness and development.

• Conduct regular performance reviews and provide feedback to team members.

Operational Reporting and Analysis:

• Prepare operational reports and analyze data to provide valuable insights and recommendations

to senior management.

• Work closely with Operations Managers to align quality initiatives with operational goals.

Process Improvement:

• Identify performance and quality related issues within the contact center and work on process

improvements to enhance efficiency and effectiveness.

• Collaborate with relevant stakeholders to implement these improvements.

Compliance and Security:

• Ensure compliance with PCI standards by monitoring user access and licenses required for

operations.

• Conduct audits to maintain PCI compliance and data security.

Client Engagement:

• Act as a point of contact for client escalations, investigate issues, and ensure timely resolution.
• Collaborate with clients to address their specific quality and CSAT requirements.

Documentation and Training:

• Design and document administrative and operational processes to ensure clarity and

consistency.

• Prepare materials and information for training as needed.

Strategic Initiatives:

• Lead the implementation of new products, projects, or processes requested by clients or as

deemed necessary for improving quality and CSAT.
Promoting Positive Relationships:

• Develop and implement practices that foster positive employer-employee-client relationships

and enhance employee engagement.
Other Duties:

• Perform any other duties as assigned by the Head of Quality

Skills and Requirements:

• Bachelor's degree or equivalent experience.
• Minimum of 3 years of experience in a Quality Assurance or Quality Management role within a

contact center or BPO setting.

• Strong knowledge of contact center operations and customer service best practices.
• Exceptional communication skills, both written and verbal.
• Proficiency in English, both written and spoken.
• Experience with process improvement methodologies such as Six Sigma or Lean.
• Proficiency in modern office software, including Microsoft PowerPoint, SharePoint, Project, Visio

and Power BI

• Excellent organizational skills and the ability to manage multiple tasks simultaneously.
• Results-oriented with a high level of professionalism and discretion in handling confidential information.

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