Quality Assurance Manager
Core
Lead quality assurance and customer service standards across an omni-channel support environment for a global school management ecosystem.
Role type
Senior Quality Assurance Manager (Contact Centre)
Builds
Consistent quality culture, service delivery standards, and compliance frameworks for customer interactions.
Domain
Education technology / Contact Centre Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Contact Centre leadership, Quality Assurance frameworks, Data analysis, CRM tools, Compliance & risk management, Constructive feedback, Written reporting
Preferred skills
Calibration session facilitation, Training needs analysis, Complaint management, Stakeholder collaboration
Technologies
Contact Centre software, CRM tools, Call recording platforms
Responsibilities
Maintain and develop internal quality standards and frameworks; Assess Support interactions across calls, emails, and chats; Evaluate agent and AI performance against KPIs; Manage complaint workflows and satisfaction surveys; Provide constructive feedback to agents; Analyse customer service metrics (CSAT, FCR, AHT); Lead calibration sessions; Identify compliance and privacy risks.
Seniority
Senior, hands-on IC with leadership responsibilities
