Quality Assistant Manager Manager Contact Center Experience

Key Responsibilities

• Monitor and evaluate customer interactions to ensure quality and compliance.
• Deliver quality reports, insights, and trend analysis.
• Identify improvement opportunities and recommend coaching actions.
• Support case reviews, escalations, and timely issue resolution.
• Conduct quality reviews, calibration sessions, and action plans.
• Partner with Service Delivery and L&D to support training initiatives.
• Track customer satisfaction metrics (e.g. NPS) and drive experience improvements.
• Ensure adherence to internal quality standards and audit requirements.

Requirements

• Minimum 2 years’ QA experience in a customer-centric or contact center environment.
• Experience with call/case reviews and quality audits.
• Direct customer complaint handling experience.
• Experience in driving Root Cause Analysis and Improvement Plan.
• Strong analytical, reporting, and communication skills.
• Hands-on, detail-oriented, and able to manage multiple priorities.
• Proficiency in MS Word, Excel, PowerPoint, and Outlook.
• Knowledge of NPS, quality frameworks, and coaching practices is a plus.
• Bachelor’s degree or equivalent experience required.
• Willingness to work night shifts and travel as needed.
• Excellent written and spoken English.