Associate Director - Customer Experience (CX) & Quality Assurance (QA)

About the role

This role leads and strengthens Quality Assurance, customer experience oversight, compliance monitoring and operational quality standards across all campaigns. It is accountable for ensuring agents consistently achieve QA scores of at least 90%, meet client requirements, follow SOPs and regulatory obligations, and drive continuous improvement.

Key responsibilities

• Lead QA monitoring and evaluation across inbound, outbound, digital and back-office campaigns
• Align campaign QA scorecards with client SLAs, SOPs and compliance requirements
• Maintain a minimum QA performance standard of 90% and develop corrective action plans when targets are missed
• Run quality audits, calibration sessions and trend analysis to improve service quality and consistency
• Monitor customer interactions to spot compliance gaps and improvement opportunities
• Drive CX improvement using quality insights, VOC and complaint analysis
• Ensure adherence to client-specific compliance requirements, scripts, disclosures and procedures
• Prepare executive dashboards and reports on quality performance, compliance risks and improvement actions
• Partner with Operations, Training, Workforce Management and HR to improve agent capability
• Lead root-cause analysis and CAPA initiatives, and manage QA team performance, coaching and workforce planning

Required profile

• Bachelor's degree required; Master's degree preferred in Business, HR, Operations or a related discipline
• 8-12 years of experience in BPO, contact center, QA or CX leadership roles
• Experience managing multi-client, multi-campaign QA environments

Required skills

• Quality assurance management and customer experience governance
• Client compliance and risk management
• Quality analytics and reporting
• Coaching and performance improvement
• Stakeholder management and process improvement