Assistant Manager, Quality Assurance - Intl

As the Assistant Manager of Quality Assurance (QA), you will play a pivotal role in ensuring the delivery of exceptional service and enhancing the overall customer experience within the BPO industry. You will oversee and refine quality assurance processes, drive continuous improvement initiatives, and collaborate with cross-functional teams to optimize performance, compliance, and training strategies. Your efforts will directly contribute to achieving operational excellence and enhancing client satisfaction.

Responsibilities

• Develop & Implement QA Strategies: Create, implement, and manage effective quality assurance frameworks and strategies across teams and projects to ensure consistent, high-quality service delivery.
• Monitor & Evaluate Interactions: Regularly assess agent-customer interactions to ensure adherence to established quality standards and service level agreements.
• Conduct Audits & Provide Feedback: Perform detailed audits, offering actionable feedback to agents and team leaders to improve performance and maintain consistency.
• Cross-Functional Collaboration: Work closely with various teams (Operations, Training, Compliance) to identify process gaps, recommend improvements, and foster a culture of continuous improvement.
• Data Analysis & Reporting: Analyze performance data to uncover trends and suggest actionable strategies for enhancing both efficiency and customer satisfaction.
• Design Training Programs: Develop and deliver impactful training programs to agents, focusing on performance enhancement, soft skills development, and compliance adherence.
• Coaching & Development: Provide coaching and support to team members to strengthen their performance, communication, and problem-solving skills.
• Develop Quality Standards: Create and maintain materials to ensure consistent delivery of quality standards across all teams and client engagements.
• Comprehensive Reporting: Generate detailed reports on QA performance, highlighting key metrics, trends, and areas for improvement to management and clients.
• Risk Mitigation & Excellence: Utilize data-driven strategies to identify and address risks while striving to elevate operational performance and service delivery.
• Alignment with Business Goals: Ensure that quality assurance objectives align with broader business goals and client expectations to foster a high-performance culture.
• Stakeholder Engagement: Engage with operations teams, clients, and stakeholders to provide updates, address performance issues, and implement improvements.
• Regulatory Compliance: Ensure strict adherence to industry regulations, client-specific policies, and internal quality standards to maintain high compliance levels.
• Industry Awareness: Stay informed about industry best practices, emerging trends, and technological advancements to continuously improve QA processes.
  
  

Qualifications

• Strong QA Framework Knowledge: Proven experience in designing evaluation criteria, developing scorecards, and establishing KPIs that align with business objectives and client needs.
• Proficiency in MS Office: Expertise in Excel (including data analysis and reporting) and PowerPoint for presentations and report generation.
• Analytical & Problem-Solving Skills: Strong ability to analyze complex data and identify trends or areas for improvement to drive operational excellence.
• Excellent Communication Skills: Outstanding written and verbal communication skills, including the ability to present data and insights effectively to various stakeholders.
• Leadership & Independence: Demonstrated leadership abilities, with the capacity to work autonomously, manage teams, and make informed decisions.
• Project & Strategic Management: Strong organizational, project management, and strategic planning skills to manage multiple initiatives and ensure on-time execution.
• Database Management: Solid understanding of database management, ensuring proper handling and analysis of QA data.
• Experience: 3-5 years of experience managing Quality Assurance in a BPO environment or customer service setting, with a proven track record of enhancing service quality and team performance.