Quality Assurance Manager

Job Summary

A company is looking for a Quality Assurance Manager responsible for developing and managing a comprehensive Quality Assurance program.

Key Responsibilities

• Develop and implement a scalable Quality Assurance program across multiple business lines
• Conduct regular audits and evaluations of interactions and task execution
• Collaborate with call center leaders to develop action plans based on QA findings

Required Qualifications

• Minimum of 1 year of call center experience and 2+ years in quality assurance roles
• Proven experience in building and leading a Quality Assurance function
• Strong proficiency in cloud-based contact center systems, preferably Genesys
• Exceptional analytical skills with proficiency in tracking and reporting quality metrics
• Strong technical skills, including advanced proficiency with spreadsheet tools and CRM systems