QA Manager – Contact Center Quality Assurance

About the role

Are you passionate about quality, coaching, and continuous improvement? As the QA Manager you will lead the Quality Assurance function for a fast‑growing international contact‑center operation, ensuring consistent evaluation standards, actionable performance insights and a strong quality culture across voice, email and chat channels.

Key responsibilities

• Lead and manage the daily activities of the Quality Assurance team.
• Develop, implement, and maintain QA processes, scorecards and evaluation standards.
• Monitor and analyze customer interactions across voice, email, chat and other channels.
• Conduct calibration sessions with Operations, Training and clients to ensure scoring consistency.
• Identify quality trends, root causes and improvement opportunities through data analysis.
• Provide actionable insights and recommendations to Operations leadership.
• Ensure timely completion of quality evaluations and reporting.
• Partner with Training to identify skill gaps and recommend initiatives.
• Coach, mentor and develop QA Supervisors and Analysts.
• Prepare and present quality performance reports, dashboards and business reviews to senior leadership.
• Ensure compliance with internal policies, client requirements and regulatory standards.
• Drive continuous‑improvement initiatives that enhance quality, efficiency and customer satisfaction.

Required profile

• Bachelor’s degree in Business Administration, Management, Industrial Engineering or a related field (preferred).
• Minimum 2 years of experience leading QA teams in a call‑center or BPO environment.
• Minimum 2 years of people‑management experience.
• Strong knowledge of contact‑center quality methodologies, calibration processes and performance management.
• Experience developing quality scorecards, KPIs and reporting dashboards.
• Advanced analytical, problem‑solving and decision‑making abilities.
• Excellent coaching, leadership, communication and presentation skills.
• Fluent in written and spoken English.

Required skills

• Genesys Cloud (preferred)
• Microsoft Excel
• Power BI (or similar reporting tools)