1. Quality Assurance & Compliance

• Assist in developing and maintaining the call center's Quality Assurance (QA) framework.
• Monitor customer interactions (calls, emails, chats) to ensure adherence to quality standards, compliance policies, and best practices.
• Ensure compliance with regulatory requirements (industry-specific regulations).
• Support internal and external audits, providing necessary documentation and reports.

2. Performance Monitoring & Improvement

• Analyze QA reports, customer feedback, and key performance indicators (KPIs) to identify trends and areas for improvement.
• Assist in developing and implementing action plans to improve agent performance, customer satisfaction, and operational efficiency.
• Work closely with training teams to enhance agent knowledge and skill levels.

3. Coaching & Training

4. Process Enhancement & Risk Management

5. Reporting & Documentation

◦ Customer Satisfaction (CSAT)

◦ First Call Resolution (FCR)

◦ Average Handling Time (AHT)

◦ Quality Score & Compliance Ratings

• Provide feedback and coaching to agents and team leads based on call monitoring evaluations.
• Conduct training sessions on call handling, customer engagement, and quality standards.
• Promote a culture of continuous improvement by recognizing top performers and addressing performance gaps.
• Identify inefficiencies in call handling, customer interactions, and operational processes, recommending improvements.
• Implement corrective and preventive actions (CAPA) for recurring quality issues.
• Collaborate with operations, training, and leadership teams to enhance the overall customer experience.
• Prepare and maintain QA reports, tracking agent performance and identifying improvement opportunities.
• Monitor and report on key metrics such as:
• Present findings and recommendations to senior management for strategic decision-making.

Bachelor’s Degree Holder or at least 2nd year complete college

At least 3 years’ experience as Quality Manager in a BPO setting; 6-8 years’ overall

Tertiary qualification in Contact Centre Management or similar

Continuous Improvement E.g. Lean Six Sigma certification

MS Office Essential

Computer literacy (MS Office) at an intermediate level - particularly MS Excel

Lean Six sigma Yellow/Green belt certified OR good understanding of Lean Six sigma concepts, RCA / Analysis / Insights, QC tools & mechanisms

Preferred Contact Centre Quality Assurance and/or Contact Centre Leadership

Relevant Insurance certification and/or experience min 12 months i.e. insurance market

People management

Stakeholder management

Report writing and report presentation

Please refer to job description.