The Quality Manager is responsible for managing and driving quality performance for an e-commerce and social media account. This role ensures compliance with client and internal quality standards, leads quality teams, and partners with Operations and other stakeholders to continuously improve customer experience and overall account performance.

Key Responsibilities

• Manage day-to-day Quality Assurance operations for the assigned account.
• Ensure adherence to client-defined quality standards, KPIs, and service level agreements.
• Develop, implement, and maintain quality frameworks, audit tools, scorecards, and calibration processes.
• Lead regular calibration sessions to ensure scoring consistency and alignment.
• Analyze quality performance data, identify trends, and conduct root cause analysis.
• Create and drive action plans to address quality gaps and improve performance.
• Prepare and present quality performance reports and insights to internal leaders and clients.
• Partner closely with Operations, Training, and Workforce teams to support performance improvement initiatives.
• Coach, mentor, and develop Quality Supervisors and Analysts.
• Ensure compliance with company policies, regulatory requirements, and client guidelines.
• Support new program launches, transitions, and process changes from a quality standpoint.

Qualifications

• College undergraduate with at least 2 years of completed college education; Associate or Diploma courses are accepted.
• Minimum of 3 years BPO experience is required.
• 3 to 5 years of Quality Manager experience in a BPO is required.
• Open to tenured Quality Supervisors with 5+ years of supervisory experience in Quality.
• Strong experience managing QA teams and quality programs in a BPO setting.
• Experience handling e-commerce and/or social media accounts is an advantage, but not required.
• Strong analytical, leadership, and stakeholder management skills.
• Excellent communication and presentation abilities.
• Willing to work onsite and on UK/US shifts.