Quality Assistant Manager

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

The Quality Assistant Manager delivers extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members, and ensuring key metrics are achieved.

As Quality Assistant Manager, You Will…

• Manage and motivate the team to ensure QA effectiveness and efficient delivery, while providing insights through data handling, worksheet summarization, and advanced reporting and analytics.
• Apply your knowledge of performance and accuracy management to coach team members and lead the planning and conducting of calibration sessions.
• Lead both written and verbal conversations with clients and team members at all levels of the organization.
• Ensure that all assigned Key Performance Indicators, such as Call Handle Time, Email Response Time, Quality, NPS, and Customer Satisfaction, are consistently achieved.
• Identify emerging trends and challenges to develop proactive solution plans and correct any problem areas.
• Utilize your expertise in quality form and program design, scorecard development, sampling techniques, and statistical analysis to drive program improvements.
• Ensure strict compliance with all operating processes, procedures, and required security measures.
• Utilize essential soft skills to provide clear guidance and support to team members at every level.
• Adapt as needed within our fast-paced and exciting work environment, adapting quickly to meet the evolving needs of the business.
  
  

• Graduate or Postgraduate degree.
• 3-5 years of experience as a Supervisor, Team Lead, or Assistant Manager in Customer Support and/or Technical Support, with overall relevant work experience.
• 2+ years as Quality Analyst / SME / Trainer in the Customer Service Industry.
• 2+ years in a Multinational organization or a Global outsourcing support enterprise in a frontline customer interaction role through the Voice channel.
• Excellent communication and coordination with Global Ops Leaders, QA team, and client managers.
• Ensure the planned delivery of Quality Monitors, Compliance checks, deep dives, and special projects is required.
• A Six Sigma Green Belt certification, Knowledge of QC tools, experience in hiring, conducting quality training, and developing quality analysts will be considered a plus point.
• Excellent verbal & written communication skills and strong emotional intelligence.
• Leadership, decision-making, and analytical skills.
• Ability to evaluate and synthesize data.
• Excellent attention to detail.
• Strong aptitude for process thinking.
• Strong knowledge of Word, Excel & PowerPoint.