Quality Assurance Manager – Contact Centre

About the role

The Quality Assurance Manager leads the Quality Team within a fast‑paced contact centre, overseeing Quality Analysts and QA Team Leaders. This senior, client‑facing position is responsible for defining quality strategy, ensuring audit readiness, and driving continuous improvement across the organisation.

Key responsibilities

• Lead, coach and develop QA Team Leaders and Quality Analysts, fostering high performance and professional growth.
• Define and execute quality strategies aligned with business goals and client expectations.
• Create, maintain and update SOPs, documentation, scorecards and audit‑ready materials.
• Produce high‑level reporting, insights and dashboards for internal leadership and client business reviews.
• Manage team performance evaluation, calibration consistency and overall quality governance.
• Conduct capacity planning, resource allocation and workload management for the QA organisation.
• Lead internal management calls, quality discussions and cross‑functional alignment meetings.
• Participate in regular client business reviews, communicating risks, trends and improvement plans.
• Support hiring, onboarding and training of QA staff.
• Drive root‑cause analysis, CSAT/DSAT deep dives and process improvement initiatives.

Required profile

• 3–5 years of experience in BPO quality management and team leadership.
• Proven ability to lead multi‑layered QA structures and manage stakeholder relationships.
• Strong analytical, strategic and data‑driven decision‑making mindset.
• Excellent communication and presentation skills, comfortable in client‑facing environments.
• Fluent French (C1/C2) and proficient English (B2/C1) – both written and spoken.
• Ability to work 24/7 rotational shifts and adapt quickly to changing processes.

Required skills

• SOP development and documentation.
• Dashboard reporting and data analysis.
• Quality governance and audit compliance.