QA Manager

🚨 GBS DR is Hiring an QA Manager📍 Location: Santo Domingo🕒 Full-Time | On-Site
🚀 About the RoleAre you passionate about quality, coaching, and continuous improvement? As the Quality Assurance (QA) Manager, you will lead the Quality Assurance function, ensuring consistent evaluation standards, actionable performance insights, and a strong quality culture across our contact center operations.In this role, you will oversee the QA team, analyze customer interactions, identify performance trends, and partner closely with Operations, Training, and Workforce Management to improve customer experience, employee performance, and business results. Your leadership will play a critical role in driving operational excellence through quality monitoring, calibration, coaching, and process improvement.This is an exciting opportunity to make a direct impact in a fast-paced, performance-driven environment within a growing international company.
🎯 Key Responsibilities;Lead and manage the daily activities of the Quality Assurance team.Develop, implement, and maintain quality assurance processes, scorecards, and evaluation standards.Monitor and analyze customer interactions across voice, email, chat, and other supported channels to ensure compliance with company and client expectations.Conduct calibration sessions with Operations, Training, and clients to ensure scoring consistency and alignment.Identify quality trends, root causes, and opportunities for operational improvement through data analysis.Provide actionable insights and recommendations to Operations leadership to improve customer experience and agent performance.Ensure timely completion of quality evaluations and reporting.Partner with Training to identify skill gaps and recommend training initiatives.Coach, mentor, and develop QA Supervisors and QA Analysts to maximize performance and engagement.Prepare and present quality performance reports, dashboards, and business reviews to senior leadership.Ensure compliance with internal policies, client requirements, and regulatory standards.Drive continuous improvement initiatives that enhance quality, efficiency, and customer satisfaction.
🛠️ Skills & Qualifications;Bachelor's degree in Business Administration, Management, Industrial Engineering, or a related field (preferred).Minimum of 2 years of experience in Quality Assurance leadership within a call center or BPO environment.Minimum of 2 years of people management experience leading QA teams.Strong knowledge of contact center quality methodologies, calibration processes, and performance management.Experience developing quality scorecards, KPIs, and reporting dashboards.Advanced analytical, problem-solving, and decision-making skills.Excellent coaching, leadership, communication, and presentation abilities.Experience using contact center platforms such as Genesys Cloud (preferred).Advanced proficiency in Microsoft Excel, Power BI, or similar reporting tools.Fluent in English (written and spoken).Ability to work in a fast-paced, results-oriented environment.Availability to work flexible schedules based on business needs.
💼 What We Offer;Competitive salary.Performance-based incentives.Professional development and leadership growth opportunities.Collaborative and dynamic work environment.Opportunity to be part of a growing international organization.
🌎 About GBS International, Inc.GBS International, Inc. is a global full-service company in the vacation ownership industry, dedicated to delivering exceptional guest experiences. With expertise in hospitality management and customer engagement, we take pride in creating lasting connections and delivering operational excellence for our clients around the world.
📢 Ready to Lead High-Performing Teams?Join our growing team and be part of a company that values excellence, leadership, and results. Apply today and take the next step in your career with GBS International, Inc.