Quality Assurance Manager

The Quality Assurance Manager is responsible for leading the Quality Assurance function within the contact center, ensuring consistent delivery of exceptional customer experiences through effective quality monitoring, coaching programs, performance analysis, and process improvement initiatives. This role partners closely with Operations, Training, Workforce Management, and Client Services teams to maintain quality standards, improve agent performance, and drive operational excellence.
The QA Manager will oversee quality programs, calibration sessions, compliance requirements, customer satisfaction initiatives, and continuous improvement strategies to support business objectives and client expectations.
Key ResponsibilitiesQuality Management & Performance MonitoringLead the Quality Assurance team and ensure effective execution of quality monitoring programs.Establish, maintain, and continuously improve quality standards, scorecards, and evaluation processes.Review and analyze customer interactions, including inbound, outbound, and digital communications.Monitor agent performance against quality, compliance, customer experience, and operational standards.Ensure consistent application of evaluation guidelines across all QA Analysts.Drive calibration sessions with Operations, Training, and Clients to maintain scoring alignment.Coaching & DevelopmentPartner with Operations Managers and Supervisors to identify performance gaps.Develop action plans to improve service quality and agent performance.Support coaching initiatives based on quality findings and trends.Ensure quality feedback is timely, actionable, and measurable.Assist in creating development plans for low-performing agents.Reporting & AnalyticsDevelop and present weekly, monthly, and quarterly quality performance reports.Analyze trends in customer interactions, compliance, and operational effectiveness.Provide recommendations to improve customer satisfaction, first call resolution, and quality scores.Identify root causes of customer issues and operational inefficiencies.Maintain dashboards and executive-level reporting.Client & Stakeholder ManagementServe as the quality subject matter expert during client meetings.Present quality performance results and improvement initiatives.Ensure client quality requirements and service expectations are met.Support business reviews and client audits.Compliance & Risk ManagementEnsure adherence to client requirements, internal policies, and regulatory standards.Conduct compliance monitoring and reporting.Lead quality initiatives related to risk mitigation and process adherence.Identify and escalate potential compliance risks.Continuous ImprovementLead quality improvement projects and process enhancement initiatives.Collaborate with Training teams to improve onboarding and refresher training programs.Partner with Operations leaders to reduce customer effort and improve service delivery.Implement best practices and industry standards within the QA organization.Drive Voice of the Customer and Customer Experience initiatives.Leadership ResponsibilitiesRecruit, train, mentor, and develop QA Analysts and Team Leads.Establish team goals, KPIs, and performance expectations.Conduct regular performance reviews and coaching sessions.Build a culture of accountability, collaboration, and continuous improvement.
QualificationsEducationBachelor's Degree in Business Administration, Communications, Human Resources, or related field preferred.Experience5+ years of experience in Quality Assurance within a Call Center or BPO environment.2+ years in a leadership or management role.Experience supporting voice-based customer service, sales, technical support, or collections programs.Experience working directly with external clients is preferred.Technical SkillsStrong knowledge of quality monitoring methodologies.Experience with contact center technologies and CRM platforms.Advanced skills in Microsoft Excel and reporting tools.Experience with quality management systems and call recording platforms.Ability to analyze large data sets and identify performance trends.Soft SkillsExceptional communication and presentation skills.Strong analytical and problem-solving abilities.Ability to influence stakeholders across multiple levels.Excellent organizational and project management skills.Strong coaching and leadership capabilities.