Assistant Quality Assurance Manager

Role & Responsibilities:

I. Team Leadership & Development (30%):

1.
Team Management:
Lead, mentor, and develop a high-performing team of Quality Analysts and Trainers. This includes hiring, onboarding, performance management, coaching, and career development.

2.
Goal Setting & Coaching:
Set clear performance expectations and provide ongoing coaching, feedback, and development opportunities for team members.

3.
Workforce Planning:
Forecast staffing needs for the Quality & Training team and ensure appropriate resource allocation to meet business demands.

4.
Team Engagement:
Foster a positive, collaborative, and results-oriented team environment.

II. Quality Assurance Oversight (35%):

5.
Framework & Standards:
Establish and maintain comprehensive quality assurance frameworks, evaluation standards, and scoring methodologies that are consistent and scalable across different client programs and industries.

6.
Reporting & Insights:
Oversee the generation, analysis, and interpretation of quality performance reports, providing executive summaries and actionable insights to senior leadership.

7.
Calibration & Consistency:
Drive calibration efforts across the quality team and with operations leadership to ensure consistency in evaluation criteria and feedback delivery.

8.
Compliance & Risk Mitigation:
Ensure all quality processes adhere to relevant industry regulations (e.g., GDPR, HIPAA, PCI-DSS as applicable per industry) and internal compliance standards, proactively identifying and mitigating potential risks.

9.
Root Cause Analysis & Resolution:
Lead complex root cause analyses for significant quality deviations, implementing robust corrective and preventive actions.

III. Training & Development Oversight (35%):

10.
Curriculum Development:
Oversee the design, development, and continuous improvement of all training curricula and materials, ensuring they are engaging, effective, and aligned with business needs.

11.
Delivery Excellence:
Ensure the consistent and high-quality delivery of all training programs, adapting methodologies to optimize learning outcomes.

12.
Effectiveness Measurement:
Establish robust metrics and processes to measure the effectiveness and ROI of training programs, using insights to drive continuous improvement.

13.
Learning Technology:
Champion the effective utilization of Learning Management Systems (LMS) and other learning technologies to enhance scalability and engagement.

14.
Knowledge Management Strategy:
Develop and manage a comprehensive knowledge management strategy to ensure agents have access to up-to-date and accurate information.

Educational/Professional Qualifications:

1. Bachelor's degree in any four-year course

2. Minimum of 5-7 years of progressive experience in a contact center environment.

3. At least 3-4 years of experience in a leadership role overseeing Quality Assurance and/or Training functions within a contact center.

4. Demonstrated experience leading and managing a team of direct reports.

5. Proven track record of designing, implementing, and managing successful quality and training programs.

6. Experience with various contact center technologies (CRM, ACD, WFM, Quality Monitoring, LMS).

Required Skills:

1. Strategic Thinking: Ability to develop and execute long-term strategies that align with business objectives.

2. Exceptional Leadership: Proven ability to lead, motivate, and develop a diverse team.

3. Advanced Analytical Skills: Expert-level ability to interpret complex data, identify trends, and derive actionable insights.

4. Superior Communication: Outstanding verbal, written, and presentation skills, with the ability to influence and communicate effectively at all levels of the organization.

5. Problem-Solving: Strong critical thinking and complex problem-solving abilities.

6. Change Management: Experience leading and managing organizational change initiatives.

7. Project Management: Strong organizational and project management skills, with the ability to manage multiple priorities simultaneously.

8. Adaptability & Resilience: Ability to thrive in a fast-paced, high-pressure environment and lead through ambiguity.

9. Technology Savvy: Proficient in Microsoft Office Suite (advanced Excel and PowerPoint) and adept at leveraging various software and platforms.

10. Customer-Centric Advocate: A passionate advocate for customer experience, driving quality and training initiatives that directly impact customer satisfaction.

Competencies that will be Assessed:

1. Quality Tools/Technical Skills
2. Training Needs Analysis
3. Problem Solving and Systems Thinking
4. Leadership Abilities