Quality Assurance Manager
4 days ago
We are a leading provider of exceptional customer service and operational excellence in the contact center industry.
Our team is dedicated to delivering high-quality service and maintaining the highest standards of regulatory compliance.
Job Title: Quality Assurance ManagerWe are seeking a highly experienced and skilled Quality Assurance Manager to join our dynamic team.
The successful candidate will lead our QA team in monitoring customer interactions to ensure compliance with policies, regulatory standards, and quality benchmarks.
Key Responsibilities:- Lead and mentor the QA team to uphold service quality standards and regulatory compliance.
- Conduct audits and evaluations to assess adherence to company policies and client-specific requirements.
- Drive continuous improvement initiatives based on QA findings and customer feedback.
- Collaborate with cross-functional teams to implement quality enhancements and resolve escalated issues.
- Provide leadership in project management related to QA initiatives and stakeholder engagement.
- Proven experience as a Quality Assurance Manager in a contact center environment.
- Comprehensive knowledge of contact center operations, quality assurance practices, and regulatory compliance.
- Strong analytical skills with the ability to interpret data and drive actionable insights.
- Excellent communication and interpersonal skills, with a collaborative approach to problem-solving.
- Bachelor's degree in Business Administration, Communications, or a related field (preferred).
This is a challenging and rewarding role that requires a high level of expertise and leadership skills.
We offer a competitive salary and benefits package to the successful candidate.
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