Strategy & Framework Development

• Design, implement, and refine the end-to-end Quality Assurance (QA) program, including scorecards, monitoring processes, and compliance standards.


• Develop the strategic vision for quality, aligning QA initiatives with broader company objectives (including support ratio), client expectations (SLAs), and customer satisfaction (CSAT) goals.


• Establish and maintain clear quality benchmarks and key performance indicators (KPIs) for the call center, such as First Call Resolution (FCR), CSAT, Net Promoter Score (NPS), and Agent Quality Scores.

Team Leadership & Management

• Lead, mentor, and develop a team of Quality Assurance Managers, Team Leads, and Quality Analysts.


• Manage team performance, including hiring, training, coaching, and performance appraisals.


• Oversee the calibration process to ensure all quality evaluator...