BPO Quality Manager (McKinley) | Onsite

We are looking for an experienced QA Manager who can drive quality performance, strengthen coaching strategies, and elevate customer experience across operations.

• The Role: Lead quality monitoring for calls, email, and chat while driving continuous improvement across operations.
• The Impact: Shape quality standards, coach teams, and implement solutions that improve performance and customer satisfaction.
• The Difference: Lead a team of QA specialists and influence strategic quality initiatives.

Non-Negotiable Requirements:

• Experience supporting international travel accounts
• At least 4 years of QA Team Lead experience

Key Responsibilities:

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents on quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
• Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities.
• Serves as final decision/opinion maker in the area, coaches, mentors and trains others around expertise