Quality Assistant Manager/Manager(Contact Center Experience)

About the role

The Quality Assistant Manager/Manager will support the delivery of service excellence by working closely with the service delivery team. This role is responsible for advising on quality tools and best practices, monitoring service delivery performance, and identifying opportunities for process improvement to enhance customer satisfaction. The role also involves collaborating with internal stakeholders on quality-related matters, supporting the implementation of quality and service excellence initiatives, conducting internal process and system audits, and preparing monthly quality performance reports in alignment with organizational standards.

Key responsibilities

• Monitor and evaluate customer interactions to ensure quality and compliance.
• Deliver quality reports, insights, and trend analysis.
• Identify improvement opportunities and recommend coaching actions.
• Support case reviews, escalations, and timely issue...