Manager-Quality CC

About the role

The Quality Manager for an International Voice Contact Center is responsible for overseeing and ensuring the highest level of customer service quality in interactions. This role involves leading a team of quality analysts, conducting audits, providing feedback, and driving continuous improvement initiatives to enhance the customer experience and operational efficiency.

What you'll do

• Lead and manage the Quality Assurance (QA) function for inbound voice processes
• Build, mentor, and lead a high-performing team of QA analysts and specialists
• Develop and maintain QA frameworks, scorecards, audit tools, and feedback systems
• Monitor and manage key inbound contact center metrics, including: First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction(CSAT)
• Analyze audit results to identify performance trends and process gaps

What you need

• 8–10 years in customer support & success
• CRM
• Six Sigma
• Root cause analysis
• Voice process
• Customer service
• Communication
• Any graduate