QA Manager

The primary focus of the Quality Manager will be to support the Learning Services department by providing both tactical and strategic direction for all quality-related functions and initiatives within a Shared Services environment. This role is responsible for streamlining efforts to support cross-functional skills while leveraging best practices and trained personnel. The Quality Manager will oversee and manage a full-time staff and work closely with BPOs that support the business during peak and non-peak timeframes.

This individual stands out as a leader and brand ambassador and is able to drive change through collaborative and innovative efforts. They must demonstrate a positive attitude and behavior, the ability to lead effectively, and the capacity to motivate a diverse group of employees to drive change and maximize individual skill sets. This role will support, enhance, and maintain the call quality monitoring process, multiple performance channels, related systems, and overall success of all customer interaction improvement programs, while leveraging the latest technologies and process innovations.

They will support the operation with implementing call interaction intake processes, including BPO staff quality certification, tracking processes, coaching, and mentoring for all quality team members. The Associate Quality Manager will lead all training, development strategies, and approaches for all key performance metrics and customer satisfaction.

Key Responsibilities:

• Manage, support, and maintain the company’s quality control and improvement program that provides business insights on team performance and customer experience.
• Support technology that streamlines interaction processes and identifies improvement opportunities in areas that most impact the customer experience across the company.
• Work closely with Operations Management teams to maintain consistent quality monitoring practices and improvements to ensure all partner team members consistently uphold the brand promise in every customer and team interaction, delivering the highest performance standards.
• Support the customer experience strategy and initiatives that drive a customer-centric culture in the Service Center.
• Support, reinforce, and incorporate UGS pillars and initiatives across all quality channels.
• Support, document, and maintain quality policies, procedures, scorecards, and standard operating procedures—ensuring they remain updated, interaction standards are clearly measurable, and practices are consistent across all operations.
• Be knowledgeable and hands-on with all aspects of customer-centric calibrations, touchpoints, and listening groups, and consistently deliver structured feedback while ensuring compliance.
• Identify, create, and incorporate various creative and effective coaching techniques for agents, partners, and internal quality team members.
• Closely manage and develop the skill sets and knowledge base of quality team members.
• Collaborate and build strong relationships with internal and external clients.
• Partner with the Training Manager to develop innovative, high-quality training programs and modules focused on interaction improvement based on quality findings and areas of opportunity to enhance performance and customer experience.
• Demonstrate advanced ability to analyze call data through Excel reporting to conduct root-cause analysis and accurately identify opportunities, compliance gaps, and audit focus areas.
• Prepare and communicate performance data and trends, including week-over-week trends, key metrics, selected compliance items, and more for all partners and business units.
• Manage weekly audit count expectations for all BPO partners while ensuring data accuracy and integrity to properly represent all respective workloads.
• Demonstrate strong leadership capabilities in managing virtual and cross-functional teams.

Minimum Requirements:

• At least 2 years of experience in Quality, with at least 1 year as a Quality Manager for a BPO company.
• Knowledge of Six Sigma or other process improvement tools is an advantage.
• Must have experience managing a team.
• Knowledge of QA frameworks.
• Extensive experience with MS Excel.
• Required skills: strong leadership, organizational, and analytical skills.
• Ability to work flexible shifts.
• Must be highly motivated and proactive.
• Strong time management skills.
• Must be able to interact effectively with individuals at all levels inside and outside the company.
• Ability to multitask and succeed in a fast-paced team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.