Quality Assurance Manager

656

Qa leadership experience in contact centre
Voice, written and administrative workflow knowledge
Trend analysis and actionable improvement actions
You will lead a 360-degree quality loop managing a team of Quality Analysts and a Trainer to ensure service excellence

Job Summary

  • You will lead a 360-degree quality loop managing a team of Quality Analysts and a Trainer to ensure service excellence.
  • The role requires identifying missed hardship indicators and escalating risks to safeguard vulnerable customers.
  • As a new position, you have the opportunity to define the QA roadmap and access an unlimited mental health platform.

Matching Summary

You will lead a 360-degree quality loop managing a team of Quality Analysts and a Trainer to ensure service excellence.

Skills & Requirements

Must-have

  • QA leadership experience in contact centre
  • Voice, written and administrative workflow knowledge
  • Trend analysis and actionable improvement actions
  • Compliance discipline and consistency in standards

Nice-to-have

  • Deep understanding of Collections or Hardship frameworks
  • Empathy for agent and customer needs
  • Visible leadership and partnership skills
  • Experience with offshore team management

Key Requirements

  • Demonstrated QA leadership experience
  • Strong knowledge of quality drivers across workflows
  • High attention to detail and compliance discipline

Work Rights

Not specified

Tailored Resume

Cover Letter