Quality Manager

As a Quality Manager, your responsibility is to evaluate and monitor the interaction quality of Contact Center staff to ensure that the interaction experience reflects complete product knowledge, customer handling skills, and awareness of system and process.

Job Description

• Lead and manage the Quality Control and Compliance (QCC) team to maintain high productivity, quality feedback, and a collaborative work environment.
• Address and resolve complaints effectively while minimizing customer impact and preventing recurring issues.
• Prepare and review team Key Performance Indicators (KPIs) monthly, providing feedback to drive continuous improvement.
• Design refresher training programs and improvement plans, aligned with quality standards, for PBRs, CSRs, and Chat agents.
• Oversee call, chat, and transaction monitoring; provide feedback to Contact Centre Staff to enhance customer interaction quality.
• Assess interactions to identify improvement areas and guide targeted training initiatives.
• Prepare quality reports and analysis to reflect trends, inform strategic decisions, and recommend improvements.
• Work with the Service Excellence Unit and other departments to align quality assurance initiatives with business objectives.

Qualifications

• A university degree or equivalent qualification.
• 2 to 4 years’ experience in a medium-sized contact center setup.
• Strong analytical abilities and excellent interpersonal skills.
• Capability to collaborate effectively with a team or work independently.
• Adaptability to function within a loosely structured environment.