Quality Assurance Manager

About the Role

We are looking for an experienced and results-oriented Quality Assurance Manager to lead our Quality function within a fast-paced Telecommunications BPO environment. In this role, you will drive quality excellence, enhance customer experience, and lead a high-performing team responsible for monitoring, coaching, and improving service delivery across multiple customer interaction channels.

The ideal candidate is a strategic leader with strong analytical skills, a passion for continuous improvement, and proven experience managing quality programs in a Telco contact center environment.

Key Responsibilities

Quality Management

• Lead the Quality Assurance team to ensure consistent delivery of exceptional customer experiences.

• Develop, implement, and maintain quality standards, scorecards, and monitoring processes across voice, email, and chat support.

• Evaluate customer interactions to ensure compliance with client requirements, company policies, and industry standards.

• Analyze quality trends, customer feedback, and operational KPIs to identify improvement opportunities and recommend corrective actions.

• Prepare and present quality reports, insights, and performance metrics to leadership.

Performance Improvement

• Partner with Operations, Training, and Client stakeholders to drive continuous quality improvement initiatives.

• Deliver actionable coaching and feedback that improves agent performance, customer satisfaction, and operational efficiency.

• Lead calibration sessions to ensure scoring consistency and quality alignment across teams.

• Drive initiatives that improve First Call Resolution (FCR), Customer Satisfaction (CSAT), compliance, and overall service quality.

Leadership

• Lead, mentor, and develop a team of Quality Analysts, fostering a culture of accountability, collaboration, and continuous learning.

• Manage the full employee lifecycle, including performance management, coaching, development, and succession planning.

• Champion process improvements and implement best practices that support business objectives and client expectations.

Qualifications

Required

• Minimum 2–3 years' experience in a Telecommunications (Telco) BPO environment.

• At least 1 year of experience as a Quality Assurance Manager or in a similar leadership role.

• Strong understanding of quality monitoring frameworks, coaching methodologies, root cause analysis, and performance management.

• Experience analyzing quality metrics and translating insights into measurable business improvements.

• Excellent leadership, communication, stakeholder management, and problem-solving skills.

• Proven ability to lead teams in a fast-paced, high-performance contact center environment.

Preferred

• Experience supporting the AT&T account is highly desirable.

• Knowledge of quality management tools, performance analytics, and continuous improvement methodologies.

• Experience leading client-facing quality initiatives and driving operational excellence.

Why Join Us?

• Lead quality initiatives for a leading Telecommunications program.

• Influence operational performance and customer experience at scale.

• Work with a collaborative leadership team that values innovation and continuous improvement.

• Grow your career in a dynamic, high-performing BPO environment.

Non-Negotiable Requirements

• Recent Telecommunications (Telco) experience is mandatory.

• Minimum 2–3 years' experience supporting a Telco account within a BPO.

• Minimum 1 year of experience as a Quality Assurance Manager.

• Experience supporting the AT&T program is a strong advantage.