About the Role

We are looking for a highly driven and experienced Quality Assurance Assistant Manager to lead quality initiatives and drive operational excellence for our Telecommunications campaign. The ideal candidate will have a strong background in contact center quality management, process improvement, and team leadership, with a passion for delivering exceptional customer experiences.

Key Responsibilities

Manage and oversee QA operations for the Telco program to ensure compliance with client standards and company policies.
Lead a team of Quality Analysts by providing coaching, mentoring, and performance management.
Conduct quality calibrations, audits, and trend analyses to identify performance gaps and improvement opportunities.
Develop and implement quality frameworks, scorecards, and monitoring processes.
Partner with Operations, Training, and Client Services teams to drive continuous improvement initiatives.
Analyze performance metrics and generate actionable insights to improve customer experience and operational KPIs.
Present quality performance reviews, reports, and recommendations to internal stakeholders and clients.
Ensure adherence to regulatory requirements, customer service standards, and operational procedures.
Drive root cause analysis and corrective action plans to improve agent and team performance.
Support client visits, business reviews, and quality-related projects as required.

Qualifications

Bachelor's Degree in any field.
At least 3-5 years of Quality Assurance experience in a BPO environment, with a minimum of 1-2 years in a supervisory or leadership role.
Strong background supporting Telecommunications (Telco) accounts.
Proven experience in quality analysis, calibration sessions, and performance improvement initiatives.
Excellent analytical, problem-solving, and reporting skills.
Proficient in Microsoft Excel, PowerPoint, and quality management tools.
Strong communication, presentation, and stakeholder management skills.
Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

Experience handling large-scale Telco programs.
Knowledge of Six Sigma, Lean methodologies, or quality improvement frameworks is a plus.
Client-facing experience is highly preferred.

URGENT HIRING | Quality Assurance Assistant Manager (Telco) | Alphaland