Quality Assurance Manager (Contact Center)

The Quality Assurance Manager is responsible for overseeing the quality assurance program within our contact centre, including both onshore and offshore teams. This role involves developing, implementing, and managing quality assurance strategies and processes to ensure that customer interactions meet company standards and enhance customer satisfaction. Additionally, the Quality Assurance Manager will conduct regular QA audits and ensure compliance across all teams. Position Responsibilities Develop and implement a comprehensive quality assurance strategy for the contact centre that aligns with company goals and objectives. Design and maintain quality monitoring systems and processes, including the development of evaluation forms and quality scoring metrics. Conduct regular QA audits of customer interactions (calls, emails, chats) to ensure adherence to quality standards and identify areas for improvement. Oversee the quality assurance activities of both onshore and offshore teams, ens...