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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
- Develop, implement, and continuously improve the overall Quality Assurance framework for the account, ensuring alignment with client requirements, internal standards, and service level agreements (SLAs).
- Lead and manage a team of Quality Team Leaders and Quality Analysts, providing coaching, calibration, and performance feedback to ensure consistent quality delivery and high engagement levels.
- Own and monitor key quality KPIs such as accuracy, compliance, CSAT, audit scores, and defect rates. Prepare and present weekly and monthly quality reports to internal stakeholders and clients.
- Conduct regular root cause analysis on quality gaps and customer issues, and drive corrective and preventive action plans in collaboration with Operations, Training, and Client Services teams.
- Act as the primary Quality point of contact for clients, leading calibration sessions, business reviews, and audits to ensure alignment on quality expectations and continuo...