Job Description
We are looking for an experienced Senior Quality Manager to lead quality operations across multiple campaigns within a fast-paced BPO/contact center environment. The role is responsible for driving quality performance, leading a team of Quality Managers, and partnering with Operations and Clients to improve customer experience, compliance, and operational KPIs.
Key Responsibilities:
- Lead, coach, and develop a team of Quality Managers across multiple campaigns
- Drive quality improvement initiatives through data analysis, speech analytics, and actionable insights
- Oversee calibration processes to ensure scoring consistency and standardization across programs
- Partner with Operations and Client Stakeholders to improve KPIs such as CSAT, NPS, FCR, and compliance metrics
- Ensure timely and effective quality feedback and coaching strategies for operational teams
- Support the implement...