Quality Assurance Manager - Contact Center

Job Summary :

We are looking for an experienced and results-driven Quality Manager to lead our quality assurance initiatives at Tafaseel BPO. The Quality Manager will be responsible for developing, implementing, and managing quality assurance processes to ensure that our BPO operations consistently meet and exceed client expectations and industry standards. This role is essential for maintaining a high level of service quality and operational efficiency.

Key Responsibilities :

• Quality Strategy Development : Design and implement a comprehensive quality assurance strategy aligned with organizational goals and client requirements.
• Monitoring and Evaluation : Oversee the monitoring of service delivery processes, conducting regular evaluations and audits to ensure compliance with established quality standards.
• Data Analysis : Analyze quality performance metrics and trends, preparing detailed reports to inform decision-making and continuous improvement initiatives.
• Team Leadership : Lead and mentor the quality assurance team, fostering a culture of quality and accountability throughout the organization.
• Feedback and Improvement : Provide constructive feedback and coaching to employees based on quality assessments, and collaborate with training teams to address skill gaps.
• Process Enhancement : Identify opportunities for process improvements and implement best practices to enhance service quality and operational efficiency.
• Client Liaison : Serve as the primary point of contact for quality-related client inquiries, addressing concerns and ensuring alignment with client expectations.
• Compliance Assurance : Ensure adherence to regulatory and industry standards, conducting regular compliance audits and implementing corrective actions as necessary.
• Stakeholder Collaboration : Work closely with cross-functional teams, including Operations, Training, and Client Services, to drive quality initiatives and improvements.

Qualifications :