Quality Assurance Manager – Contact Centre

About the role

We are seeking an experienced Quality Assurance Manager to lead a team of QA Team Leaders and Quality Analysts within a fast‑paced contact centre environment. The role focuses on driving quality performance, ensuring compliance, and supporting continuous improvement for both the business and its clients.

Key responsibilities

• Manage, coach and develop Quality Analysts and QA Team Leaders.
• Design and implement quality strategies that meet business and client requirements.
• Maintain and update SOPs, scorecards, processes and related documentation.
• Monitor quality metrics, trends and performance, producing regular reports and dashboards for management and clients.
• Lead calibration sessions, quality governance activities and client review meetings.
• Allocate QA workload, manage capacity and oversee resource planning.
• Identify quality gaps, conduct root‑cause analysis and drive corrective actions.
• Collaborate with Operations and Training teams to enhance overall performance.
• Support hiring, onboarding and training of QA staff.
• Ensure audit readiness and adherence to process compliance.

Required profile

• 3–5 years of experience in BPO, contact centre, quality assurance or team management.
• Proven experience managing QA teams or Quality Analysts.
• Strong analytical, problem‑solving and communication skills.
• Client‑facing experience is a plus.
• Fluent French (C1/C2) and good English (B2/C1).
• Willingness to work 24/7 rotational shifts and work from office.

Required skills