Contact Center Quality Assurance Manager
On-siteKilleen, Texas, United States
Job Summary
Lead the QA team in monitoring and evaluating agent interactions across various campaigns. Develop and implement QA frameworks, scorecards, and calibration sessions. Analyze quality trends and provide actionable insights to operations and training teams. Ensure compliance with client standards, internal policies, and regulatory requirements. Conduct audits, feedback sessions, and coaching to improve agent performance. Collaborate with stakeholders to align QA initiatives with business goals. Prepare and present quality reports to internal leadership and clients. Complete a full application including screening questions and a pre-employment test. Submit to a Level II background investigation, fingerprinting, and drug screening.
Required Qualifications
- 3+ years of experience in a QA leadership role within a BPO or contact center
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Bachelor's degree in business, Quality Management, or a related field (preferred)
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint.
- Must be willing to submit to drug screening. (Does not apply in Canada)
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