Call Center Quality Manager

## Call Center Quality Manager
Location: Mohali, Punjab Experience: 4+ Years

### Role Overview
We are looking for a Call Centre Quality Manager to lead quality assurance across our call center operations. The role will be responsible for monitoring interactions, maintaining quality standards, identifying recurring issues and driving measurable improvements across teams. The ideal candidate should have strong experience in call auditing, QA processes, BPO metrics, data analysis, Root Cause Analysis and CAPA , along with the ability to work closely with operations and training teams.
### Key Responsibilities

Quality Assurance & Call Auditing

- Lead quality monitoring and auditing of customer interactions across voice, chat and email .
- Develop and maintain QA scorecards, evaluation parameters and quality standards.
- Conduct regular calibration sessions to ensure consistency in quality evaluations.
- Identify quality gaps, compliance issues and critical/fatal errors.

Performance & Data Analysis

- Track and analyse key contact-center metrics including AHT, FCR, CSAT, QA scores and compliance .
- Prepare quality reports, dashboards and performance insights for management.
- Use Excel/Google Sheets and reporting tools to identify trends and recurring issues.
- Work with operations teams to translate quality data into actionable improvements.

RCA & Process Improvement

- Conduct Root Cause Analysis (RCA) for recurring quality and performance issues.
- Identify process gaps and recommend improvements to scripts, workflows, training and customer handling.
- Monitor the effectiveness of corrective actions and ensure closure.

Systems & Compliance

- Work with call recording platforms, dialers, CRM systems and QA tools.
- Ensure quality processes comply with internal standards, policies and project requirements.
- Maintain accurate documentation of audits, evaluations, escalations and improvement plans.

Required Qualifications & Experience

- 4+ years of experience in Call Centre/BPO Quality Assurance, with experience in a managerial or team-lead role.
- Strong knowledge of call auditing, QA scorecards, calibration and BPO performance metrics .
- Hands-on experience with RCA, CAPA and quality improvement initiatives .
- Strong analytical skills with proficiency in Excel/Google Sheets and reporting ; basic SQL knowledge is an advantage.
- Experience working with CRMs, dialers and call recording/monitoring tools .
- Strong communication, leadership and stakeholder-management skills.
- Ability to identify problems, analyse their root causes and drive corrective action.

What You’ll Get From Us

- Ownership of the quality function across a growing call centre operation.
- Opportunity to build and improve QA frameworks, scorecards and processes .
- Direct exposure to operations, performance data and process improvement.
- A role with significant ownership and the opportunity to drive measurable quality improvements.

### How to Apply
Send your updated CV to [email protected] (mailto:[email protected])