Quality Assurance Manager

As the Quality Assurance Manager (Transactional), you will be responsible for ensuring that all customer interactions, including phone calls, chat, email, and other transactional touch points, meet or exceed the highest quality standards. You will lead a team of quality assurance analysts, develop and implement quality assurance programs, and work closely with operational teams to drive continuous improvement in customer service delivery.

Responsibilities:
 Team Leadership: Lead, manage, and motivate a team of Quality Assurance Analysts. Provide coaching, guidance, and performance feedback to analysts.
 Quality Assurance Program Management: Develop and maintain quality assurance programs for transactional interactions, ensuring alignment with organisational goals and industry standards. Establish key performance indicators (KPIs) and performance metrics for measuring transactional quality.
 Quality Monitoring: Implement a systematic process for monitoring customer interactions. across various channels, including phone, chat, email, and social media. Conduct regular quality evaluations and audits to ensure adherence to quality standards.
 Feedback and Coaching: Provide detailed feedback to frontline agents based on quality evaluations, focusing on areas for improvement and best practices. Develop and deliver coaching sessions to support agent development and continuous improvement.
 Quality Reporting and Analysis: Generate and analyze quality reports to identify trends, areas for improvement, and training needs. Present findings and recommendations to management and operational teams.
 Process Improvement: Collaborate with operational teams to identify process gaps and inefficiencies affecting transactional quality. Develop and implement improvement initiatives to enhance overall transactional quality.

Qualifications:
 Graduate or Above
 At least 8 years of experience in a quality assurance role, preferably in a contact center environment.
 Strong understanding of contact center operations, including customer service, call handling, and omnichannel support.
 Excellent analytical skills and the ability to interpret and present data effectively.
 Exceptional communication and interpersonal skills.
 Proven leadership and team management abilities.
 Proficiency in quality assurance tools and software,