Assistant Manager – Quality Assurance (BPO)

About the role

The Assistant Manager – Quality Assurance will ensure service excellence across BPO operations by monitoring, evaluating, and improving the quality of customer interactions. Reporting to the QA Manager, you will drive quality standards, compliance, and agent performance through data‑driven insights and coaching.

Key responsibilities

• Monitor and evaluate calls, chats, emails, and tickets against defined quality standards and client SLAs.
• Ensure compliance with internal processes, regulatory requirements, and client guidelines.
• Identify performance gaps, recommend corrective actions, and support continuous improvement.
• Guide and mentor QA Analysts, maintaining consistent evaluation standards.
• Conduct calibration sessions with QA, Operations, and Training teams.
• Provide structured feedback and coaching plans to improve agent performance.
• Prepare and share daily, weekly, and monthly quality performance reports.
• Analyze trends, root causes, and metrics to drive process enhancements.
• Present insights and action plans to management and stakeholders.
• Assist in client audits, quality reviews, and business reviews, and address quality‑related escalations.

Required profile

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• 3–5 years of experience in BPO/Contact Center Quality Assurance.
• 1–2 years in a senior QA, Team Lead, or Assistant Manager role.
• Strong analytical mindset with the ability to interpret data and drive improvements.

Required skills