Head of Quality Assurance

Head of Quality Assurance

Our client, a growing BPO company known for delivering exceptional customer service across a variety of sectors. As they continue to expand, they are looking for a highly experienced Head of Quality Assurance to lead the QA operations and ensure the highest standards of service delivery.

Role:

The Head of Quality Assurance will oversee the development, implementation, and management of the quality assurance processes and team. You will be responsible for ensuring that all client metrics meet defined quality standards and that performance metrics are achieved. This leadership role requires someone with significant BPO experience and a strong background in quality management.

Key Responsibilities:

• Lead the QA team in monitoring and assessing the quality-of-service delivery across multiple accounts.
• Develop and implement quality assurance processes, tools, and metrics to ensure compliance with client expectations and service level agreements.
• Provide coaching, feedback, and training to improve agent performance.
• Conduct regular audits and performance reviews, identifying areas for improvement and implementing corrective actions.
• Collaborate with other departments to optimise customer experience and operational efficiency.
• Analyse trends in customer feedback, performance metrics, and operational data to guide decision-making.
• Drive continuous improvement initiatives across the QA team and wider business.

Skills and Experience:

• Extensive experience in quality assurance management, particularly within the BPO sector.
• Strong leadership skills and the ability to manage a diverse team.
• In-depth knowledge of QA methodologies and performance metrics.
• Experience in working with customer service and operational teams to improve quality.
• Excellent analytical skills and the ability to translate data into actionable insights.
• Strong communication and presentation skills.

Benefits:

• Competitive salary and benefits package.
• Leadership development opportunities.
• A supportive, collaborative environment where innovation is encouraged.
• Flexible working arrangements.
• Company Pension.
• Regular Team Events.

Apply Today!
If you're ready to lead and be a part of an exciting team, we'd love to hear from you!