Posted Sep 15, 2025 104 views
We are looking for a detail-oriented and proactive Assistant Manager – Quality Assurance to join our team and enhance the quality of our contact centre operations. This role focuses on monitoring and improving customer interactions to ensure that service standards are consistently met. The successful candidate will lead quality assessments, conduct calibration sessions, recommend training initiatives, and analyze performance data to drive continuous improvement. This position plays a critical role in maintaining high customer satisfaction by supporting and guiding customer service representatives to deliver exceptional experiences.
Key Responsibilities
- Lead and manage quality assurance activities within the contact centre to ensure adherence to internal standards and customer service excellence.
- Conduct regular quality monitoring of customer interactions, including calls, emails, and chats, to evaluate performance and identify areas for improvement.
- Facilitate calibration sessions with team members and stakeholders to align quality standards and scoring methodologies.
- Analyze performance metrics and quality data to generate actionable insights and reports for management.
- Collaborate with training teams to recommend and develop targeted coaching and training programs based on quality findings.
- Work closely with customer service representatives and team leaders to provide feedback and support for continuous skill development.
- Drive initiatives aimed at improving customer satisfaction, operational efficiency, and compliance with company policies.
- Ensure documentation of quality processes and maintain up-to-date records of quality assurance activities.
Required Qualifications
- Bachelor’s degree in Business Administration, Quality Management, or a related field.
- Proven experience in quality assurance within a contact centre or customer service environment.
- Strong understanding of quality monitoring techniques, customer service standards, and performance analytics.
- Excellent communication and interpersonal skills to effectively lead calibration sessions and provide constructive feedback.
- Proficiency in using quality management tools and software for monitoring and reporting.
- Ability to analyze data and translate findings into actionable recommendations.
- Detail-oriented with strong organizational and time management skills.
- Demonstrated ability to work collaboratively with cross-functional teams and drive continuous improvement initiatives.
Preferred Qualifications and Benefits
- Experience with contact centre technologies and CRM systems is an advantage.
- Certification in quality management or related fields will be considered a plus.
- Opportunity to work in a dynamic environment focused on customer excellence and professional growth.
- Exposure to leadership and development programs aimed at enhancing managerial skills.
- Competitive compensation package and benefits aligned with industry standards.
This role offers a unique opportunity to contribute significantly to the quality and success of our customer service operations. If you are passionate about quality assurance and driving customer satisfaction, we encourage you to apply.
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