Assistant Quality Assurance Manager

The Assistant Quality Manager supports the Quality Manager in driving service excellence across the contact centre by overseeing quality assurance processes, coaching initiatives, and performance improvement programs. The role ensures consistent delivery of high-quality customer interactions aligned with client, regulatory, and organisational standards.

Key Responsibilities

Quality Management & Governance

• Support the Quality Manager in implementing and maintaining quality frameworks, standards, and methodologies across campaigns
• Ensure adherence to client SLAs, internal quality benchmarks, and regulatory requirements
• Assist with calibration sessions to ensure scoring consistency across QA teams and stakeholders
• Identify risk areas and contribute to corrective and preventive action plans

Quality Audits & Analysis

• Oversee call, chat, email, and case evaluations conducted by Quality Analy...