Quality Assurance Manager

About the role

The Quality Assurance Manager will drive business excellence by ensuring process efficiency and effectiveness across all teams, while adhering to regulatory and internal standards. This role focuses on maintaining high quality in customer interactions and internal processes within the call centre environment of a leading financial services provider.

Key responsibilities

• Ensure quality of all customer interactions across telephone, SMS, email, fax and internet channels.
• Conduct regular calibrations across locations to maintain consistent communication standards.
• Collaborate with call‑center management to standardise processes, communication and training.
• Lead analysis, design and development of product and refresher training programmes for staff.
• Drive process excellence by working with internal stakeholders to implement process‑based improvements.
• Monitor compliance with regulatory guidelines and internal quality parameters for both in‑house and outsourced call centres.

Required profile

• Proven experience in quality assurance within a call‑centre or similar customer‑facing environment.
• Strong understanding of regulatory and internal compliance standards in the financial services sector.
• Ability to lead calibration sessions and drive continuous improvement initiatives.
• Excellent collaboration skills to work with management and cross‑functional teams.

Required skills