About the role: We are seeking a skilled and detail-oriented Quality Manager to oversee and enhance the quality standards of our customer service operations. The ideal candidate will be responsible for developing, implementing, and maintaining quality assurance processes to ensure exceptional service delivery, customer satisfaction, and adherence to company & compliance policies.
What you will be doing?
Quality Assurance and Monitoring
Design and implement quality standards, procedures, and guidelines for the customer service team.
Monitor and evaluate customer interactions (calls, emails, chats, etc.) for compliance with quality standards.
Provide actionable feedback and recommendations to team members to improve performance.
Team Development and Training
Identify training needs and collaborate with the training team to design and deliver targeted coaching programs.
conduct periodic workshops to ensure teams are aligned with quality expectations and best practices.
Performance Analysis
Analyse quality metrics (e.g., CSAT, MSAT, NPS, FCR, response time, resolution time) to identify trends and improvement areas
Prepare detailed reports and present findings to management with recommendations for enhancement.
Weekly/Monthly management meet-ups
Process Improvement
Collaborate with the operations and customer experience teams to refine workflows and reduce inefficiencies
Drive initiatives to enhance customer satisfaction and improve team productivity along with service quality levels
Compliance & Risk Management
Ensure all customer interactions comply with company policies, industry standards, and regulatory requirements
Identify potential risks and implement measures to mitigate them.
Customer Feedback Management
Gather and analyse customer feedback to identify recurring issues and work on resolving root causes.
Liaise with cross-functional teams to address customer pain points effectively.
What we're looking for?
Qualifications & Skills
Bachelor’s degree in Business Administration, Quality Management, or a related field.
Proven experience of as a Quality Manager or similar role in a customer service environment
Strong knowledge of quality assurance frameworks and customer service KPIs.
Excellent analytical, problem-solving, and decision-making skills.
Proficiency in customer service platforms and quality monitoring tools (e.g., CRM systems, call monitoring software).
Strong communication and interpersonal skills, with the ability to provide constructive feedback.
Key Competencies
Attention to detail
Leadership and coaching abilities
Customer centric mindset
Proficiency in data analysis and reporting
Adaptability and resilience under pressure
Preferred
Certification in Six Sigma, ISO, or other quality management methodologies is a plus.
