Assistant Quality Assurance Manager
Core
Manage quality assurance operations, audit planning, and team performance to ensure compliance and drive KPI results for client-facing programs.
Role type
Assistant Quality Assurance Manager
Builds
Quality governance models, audit plans, performance improvement projects, and customer experience analysis.
Domain
Business Process Outsourcing (BPO) / Quality Assurance
Deliverable
dashboards & analysis
Required skills
audit planning, KPI tracking, team management, performance reviews, data analysis, root cause analysis, process improvement, stakeholder reporting, risk management, client communication
Preferred skills
GB or YB certification, experience with smart logic sampling, ability to interpret contact driver trends
Technologies
N/A
Responsibilities
Create governance models to ensure compliance on QA KRAs, coordinate with training and operations for systemic quality improvements, lead calibration sessions with Quality/Operations and Client, coach analysts based on evaluation trends, conduct performance reviews and team meetings, analyze contact drivers and identify trends to develop training action plans, oversee risk management activities across the program, prepare weekly, monthly, and quarterly reviews, highlight bottom quartile performers and manage QA outliers.
Seniority
Mid-level Manager
