The Quality Manager will be responsible for managing the Quality team, setting quality standards, monitoring performance, identifying areas for improvement, and ensuring that company processes and customer interactions meet the required standards.

Key Responsibilities

• Manage and lead the Quality team and ensure daily quality activities are completed.

• Develop and maintain quality standards, policies, and procedures.

• Monitor customer interactions and overall service quality.

• Review quality reports and identify trends, performance gaps, and recurring issues.

• Set quality KPIs and monitor team and individual performance.

• Conduct regular quality audits and ensure proper documentation.

• Provide coaching and guidance to Quality Agents.

• Work with Operations, Sales, Training, and HR teams to improve overall performance.

• Identify root causes of quality issues and implement corrective actions.

• Prepare regular quality reports and performance updates for senior management.

• Ensure employees follow company policies, procedures, and compliance requirements.

• Develop and improve quality monitoring and evaluation processes.

• Identify training needs based on quality results and coordinate with the Training team.

• Handle escalated quality issues and recommend appropriate actions.

• Drive continuous improvement across customer service and operational processes.

Requirements

• Bachelor’s degree in Business Administration, Quality Management, or a related field.

• 4+ years of experience in Quality Assurance/Quality Control, with previous team management experience.

• Experience in call center, customer service, financial services, or a similar industry is preferred.

• Strong knowledge of quality monitoring and performance management.

• Experience managing quality KPIs and reports.

• Strong coaching and leadership skills.

• Excellent analytical and problem-solving skills.

• Strong attention to detail.

• Excellent communication and interpersonal skills.

• Good knowledge of Excel and reporting tools.

• Good command of English.

• Ability to manage multiple priorities and work in a fast-paced environment.