Quality Assistant Manager/Manager(Contact Center Experience)

The Quality Assistant Manager/Manager will support the delivery of service excellence by working closely with the service delivery team. This role is responsible for advising on quality tools and best practices, monitoring service delivery performance, and identifying opportunities for process improvement to enhance customer satisfaction. The role also involves collaborating with internal stakeholders on quality-related matters, supporting the implementation of quality and service excellence initiatives, conducting internal process and system audits, and preparing monthly quality performance reports in alignment with organizational standards.

Key Responsibilities

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.

• 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.

About you