Manager Quality Assurance Inbound/Out Bound call center

1 week ago

Lahore, Punjab, Pakistan Keune Cosmetics Pakistan Full time 1,200,000 - 1,800,000 per year

Position Summary:

The Quality Assurance Manager is responsible for overseeing the quality monitoring and improvement programs across all call center operations. This role ensures that customer interactions (inbound, outbound, chat, and email) meet company standards for excellence in service, compliance, and efficiency. The QA Manager will lead a team of analysts to identify training opportunities, develop performance improvement initiatives, and collaborate with operations and training teams to enhance customer experience.

Key Responsibilities:

  • Develop, implement, and maintain a comprehensive Quality Assurance framework for call center operations.
  • Lead and manage a team of Quality Analysts to monitor, evaluate, and provide feedback on agent interactions.
  • Define quality metrics, scorecards, and calibration processes to ensure consistency and fairness.
  • Conduct regular audits of calls, emails, and chat interactions for accuracy, compliance, and service excellence.
  • Analyze QA data and trends to identify process gaps, performance issues, and training needs.
  • Partner with Training and Operations teams to design and deliver targeted coaching and development programs.
  • Ensure compliance with company policies, data protection regulations, and industry standards.
  • Prepare and present QA performance reports and actionable insights to senior management.
  • Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
  • Lead regular calibration sessions with internal and client stakeholders to align quality expectations.
  • Manage QA tools, forms, and software to ensure effective quality monitoring processes.

Qualifications and Experience:

  • Bachelor's degree in Business Administration, Communications, or a related field (Master's preferred).
  • 5–8 years of experience in a call center or BPO environment, with at least 3 years in a QA leadership role.
  • Strong knowledge of contact center operations, KPIs, and quality frameworks.
  • Experience with QA tools and CRM systems (e.g., NICE, Verint, Five9, Zendesk, Salesforce).
  • Proven track record of driving service quality improvements and customer satisfaction.
  • Excellent analytical, communication, and leadership skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Strong attention to detail and process orientation.

Key Competencies:

  • Leadership and team management
  • Data-driven decision-making
  • Coaching and feedback delivery
  • Customer-centric mindset
  • Process improvement and innovation
  • Collaboration and stakeholder management

Performance Metrics:

  • Quality score improvement (target vs. actual)
  • Reduction in repeat errors / customer complaints
  • Calibration accuracy across QA and Ops teams
  • Agent performance improvement post-feedback
  • Customer satisfaction (CSAT) and First Call Resolution (FCR) rates

Job Type: Full-time

Pay: Rs100, Rs150,000.00 per month

Work Location: In person

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