Quality Assurance Manager

Probe Group

Qa leadership experience in contact centre
Voice, written and administrative workflow knowledge
Trend analysis translating to 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 leave your mark on the function.

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 translating to improvement actions
  • Compliance discipline and consistency
  • Vulnerability framework understanding

Nice-to-have

  • Collections or Hardship domain expertise
  • Empathy for agent and customer needs
  • Visible leadership presence
  • Collaborative cross-functional partnership
  • Ability to define QA roadmap

Key Requirements

  • Demonstrated QA leadership experience
  • Deep understanding of Collections/Hardship frameworks
  • Strong knowledge of quality drivers across workflows

Work Rights

Not specified

Tailored Resume

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