Assistant Quality Manager

The Assistant Quality Manager will oversee a team of quality administrators and analysts across multiple projects and clients. This role involves conducting formal observations, providing constructive feedback, and coaching direct reports to enhance their performance. The position requires assessing client needs to drive quality initiatives and implementing effective solutions. Additionally, the Assistant Quality Manager will foster strong client and account relationships through various channels to ensure ongoing partnerships that support continuous performance improvement.

Key Responsibilities
- Lead the selection, training, development, and performance management of direct reports, delivering timely and objective coaching and counseling.
- Enforce company policies and procedures consistently to maintain quality standards.
- Support and exemplify the mission and core values of the organization, serving as a role model for all employees.
- Plan, coordinate, and assign work to staff based on resource availability and business priorities.
- Monitor key performance drivers, metrics, and operational processes, including training, to achieve Balanced Scorecard and account profitability goals.
- Prepare and deliver daily, weekly, and quarterly reports for each supported account.
- Maintain accurate measurement and reporting of quality metrics to establish reliable baselines and support ongoing account analysis.
- Manage overtime and paid time off usage among direct reports.
- Track new hire performance metrics and provide feedback to relevant sites to identify improvement areas.
- Contribute to continuous improvement by collecting and analyzing data related to customer requirements and process efficiency.
- Identify performance opportunities through KPIs related to customer experience, sales conversion, customer satisfaction, agent learning, and knowledge management to meet departmental quality standards.

Required Qualifications
- Bachelor’s Degree in Business or a related field.
- Minimum of 4 years’ experience in quality assessment or internal auditing.
- At least 2 years of prior management experience.
- Proven experience in the BPO industry is mandatory.
- Maintain current QA certification and complete the QA Training Program.
- Strong proficiency in MS Office Suite (Word, Excel, Outlook).
- Excellent written and verbal communication skills, with strong interpersonal abilities.
- Detail-oriented with strong problem-solving and multitasking skills.
- Experience using quality databases and applications.
- Skilled in conflict resolution and relationship management.
- Highly organized, able to manage multiple priorities and meet deadlines.
- Positive, solution-focused, and customer-centric attitude.
- Ability to engage effectively with personnel at all organizational levels within a diverse workforce.

This role offers the opportunity to lead quality initiatives in a dynamic environment, contributing to both client satisfaction and operational excellence. The Assistant Quality Manager will play a critical role in driving continuous improvement and maintaining high standards across multiple client programs.