Job Overview

We are looking for a Quality Manager to lead and strengthen our Quality Assurance function in a fast-paced BPO environment. This role is responsible for ensuring service quality standards are consistently met, driving performance improvements, and supporting operational excellence across the account.

You will manage QA operations, lead a team of QA professionals, and work closely with Operations and Training to improve customer experience and compliance.

Key Responsibilities

• Lead and manage the Quality Assurance team for the assigned account
• Oversee call, chat, and email monitoring to ensure compliance with client and company standards
• Develop, implement, and maintain QA scorecards and evaluation guidelines
• Conduct regular calibration sessions with Operations and Training teams
• Analyze quality trends, errors, and performance gaps and recommend improvements
• Provide coaching and feedback to QA staff and support leadership in agent performance improvement
• Prepare and present QA reports, dashboards, and performance insights
• Support internal and client audits, ensuring compliance with quality standards
• Partner with Operations leaders to improve overall service delivery and customer experience

Qualifications

• Open to undergraduate candidates (Bachelor’s degree is an advantage but not required)
• At least 2–3 years experience as a QA Manager, OR
• At least 5 years experience in QA supervisory or senior QA roles
• Experience in a BPO/contact center environment is required
• Strong background in call monitoring, calibration, and quality reporting
• Experience handling QA teams or QA operations per account

Skills & Competencies

• Strong attention to detail and analytical skills
• Excellent communication and stakeholder management skills
• Experience in coaching and performance feedback
• Knowledge of QA tools and reporting systems (Excel, QA platforms, etc.)
• Ability to handle pressure in a fast-paced BPO environment
• Strong collaboration skills with Operations and Training teams

Preferred Experience

• BPO / Contact Center background (voice, chat, or blended accounts)
• Exposure to healthcare, financial, or compliance-heavy accounts is a plus
• Experience conducting calibration sessions with clients or leadership teams

Why Join Us?

• Competitive compensation package (aligned with experience)
• Stable onsite BPO environment
• Opportunity to lead QA initiatives and process improvements
• Work with a dynamic operations and quality team