Quality Assurance Manager

Job Overview

We are seeking an experienced Quality Assurance Manager with a strong background in telecommunications operations to lead quality initiatives and drive service excellence. The successful candidate will be responsible for managing quality performance, developing improvement strategies, coaching QA specialists, and ensuring compliance with customer service standards.

The ideal candidate has proven experience handling Telco accounts within a BPO environment, strong quality management expertise, and the ability to lead teams while delivering measurable improvements in customer experience and operational performance.

Job Responsibilities

• Monitor and evaluate customer interactions across voice and non-voice channels, including calls, emails, and chats, to ensure compliance with quality standards.
• Review customer interactions for accuracy, process adherence, and service excellence.
• Identify quality gaps, document findings, and provide performance insights to management.
• Support coaching and feedback sessions by providing actionable recommendations to improve employee performance.
• Lead quality improvement initiatives and develop solutions to address operational challenges.
• Create and maintain quality reports, performance metrics, and evaluation documentation.
• Provide guidance, coaching, and mentorship to Quality Analysts and team members.
• Drive the implementation of quality standards, processes, and best practices across operations.
• Collaborate with operations and training teams to improve customer experience and overall service delivery.
• Manage team performance and support employee development throughout the employee lifecycle.

Qualifications

• Minimum of 1 year of experience as a Quality Assurance Manager or equivalent leadership role.
• At least 2–3 years of BPO experience supporting telecommunications accounts.
• Recent experience handling Telco operations is required.
• Strong understanding of quality assurance processes, evaluation methods, and performance improvement strategies.
• Proven experience leading, coaching, and developing QA teams.
• Excellent analytical, communication, and problem-solving skills.
• Ability to manage quality programmes, operational metrics, and process improvements.

Preferred Qualifications

• Experience supporting AT&T or similar telecommunications programmes is highly preferred.
• Experience managing large-scale quality initiatives in a customer service environment.
• Strong knowledge of contact centre quality standards and customer experience practices.
• Ability to present quality findings and improvement recommendations to stakeholders.

Screening Process

• Hiring team interview
• Quality Assurance presentation (if required during the selection process)

Additional Information

• Full-time position.
• Immediate hiring available.
• Candidates must be available to work onsite and follow a night shift schedule.