QA Manager

About the role

Nysonian is looking for a QA Manager to own and elevate the quality standards across its Customer Support operation. You will define what good performance looks like, score tickets and calls, identify recurring issues, and partner with Team Leads to close performance gaps.

Key responsibilities

• Own and maintain the QA scorecard for email and call channels, updating it as SOPs or priorities change.
• Score a minimum of 5 email tickets and 3 calls per agent each week, ensuring consistent evaluation.
• Identify and escalate critical failures (Fatals) to the relevant Team Lead within 24 hours.
• Produce a weekly QA report covering individual scores, team averages, trends, and common failure patterns.
• Deliver written, actionable feedback to agents for every reviewed interaction.
• Run bi‑weekly calibration sessions with Team Leads to align scoring standards.
• Collaborate with Team Leads to create coaching plans for agents scoring below 70.
• Flag agents for Stage 1 PIP initiation based on QA data and trends.
• Present a monthly QA trend report to the Director with analysis and recommendations.
• Maintain the QA dashboard and ensure accurate weekly logging of scores.

Required profile

• 3 to 5 years of experience in quality assurance or quality management within a customer support environment.
• Proven experience working with both email and call channels.
• Strong written English with the ability to provide specific, actionable feedback.
• Comfortable analyzing large volumes of scored interactions to identify trends.
• Demonstrated experience building or significantly improving a QA framework or scorecard.
• Ability to lead calibration sessions and drive continuous improvement.

Required skills