Assistant Manager Quality Assurance

The Assistant Manager – Quality Assurance is responsible for ensuring service excellence by monitoring, evaluating, and improving the quality of customer interactions across BPO operations. The role supports the QA Manager in driving quality standards, compliance, agent performance improvement, and client satisfaction through data-driven insights and coaching initiatives.
Key Responsibilities
Monitor and evaluate customer interactions (calls, chats, emails, tickets) against defined quality standards and client SLAs.
Ensure adherence to internal processes, regulatory requirements, and client compliance guidelines.
Identify gaps in quality performance and recommend corrective actions.
Support, guide, and mentor QA Analysts to maintain 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 ...

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