Contact Center Quality Assurance Manager
On-siteLas Cruces, New Mexico, United States
Job Summary
Lead the QA team in monitoring and evaluating agent interactions across various campaigns and developing frameworks, scorecards, and calibration sessions. Analyze quality trends to provide actionable insights to operations and training teams while ensuring compliance with client standards, internal policies, and regulatory requirements. Conduct audits, feedback sessions, and coaching to improve agent performance, then 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.
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)
- Certifications in Quality, Six Sigma, or related areas (a plus)
Additional Requirements
- 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
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