QA Manager

Executive search firm, Monroe Consulting Group is recruiting on behalf of one of the leading multinational award-winning business process management company, delivering insights and innovation driven customer experience They're in search of dynamic leaders to join their force as a Operations Manager.

Job Responsibilities:

  • Quality Assurance Program Management:
    • Plan, analyze, manage, and review quality assurance programs and processes.
    • Implement improvements to enhance customer satisfaction and retention.

  • Performance Monitoring:
    • Oversee call center performance monitoring and quality assurance processes.
    • Ensure monthly achievement of targeted evaluation metrics.
    • Maintain calibration consistency for Customer Service Representatives.

  • Quality Audits:
    • Manage and review client-conducted quality audit reports.
    • Address errors through quality initiatives to reduce errors and penalties.

  • Complaints and Compliments Management:
    • Oversee the management of external customer complaints and compliments.
    • Ensure timely investigation, verification, and resolution of complaints.
    • Implement initiatives to reduce errors and penalties.
  • Customer Satisfaction Surveys:
    • Manage and review the customer satisfaction survey process.
    • Collect and analyze feedback to drive improvements.

  • Team Leadership:
    • Provide guidance and leadership to the Quality Team.
    • Conduct coaching to improve team competencies and foster development.

  • Training and Performance Reporting:
    • Prepare and analyze training and quality assurance performance reports.
    • Recommend and implement action plans for service improvement.

  • Performance Appraisals:
    • Manage performance appraisals for Quality Leads.

  • Stakeholder Engagement:
    • Participate in operational and client meetings to discuss quality processes and policies.

  • Resource Planning:
    • Plan for adequate resources and system capacity for QA activities.
    • Ensure quality staff have necessary resources and facilities to perform tasks effectively.

Job Requirements:

  • Degree in any related field
  • 6 years' experience in a similar role or more
  • Management and leadership experience is needed

If you have what it takes, do send your resume or you may directly contact Shawin Kaur at or you may contact her at 017 897 5054. All the best!