Assistant Quality Assurance Manager

The Assistant Quality Assurance Manager is responsible for overseeing the quality of inbound and outbound customer interactions, including telephone calls, emails, and chats, ensuring accuracy and adherence to quality standards. This role involves documenting quality issues, tracking performance metrics, and providing feedback to support training and development. The position also leads quality assurance projects, guides team members, and contributes to the development of policies, processes, and standards.
Key Responsibilities:
Monitor and evaluate the quality of customer interactions across multiple channels, including telephone, email, and chat, ensuring compliance with established quality standards.
Document performance issues and quality metrics for management review.
Provide actionable feedback and contribute to the formal coaching and training of team members.
Lead and participate in the development of new quality assurance projects and initiatives.
Share best practices and offer guidance to team members to enhance performance and adherence to quality standards.
Serve as the primary point of contact for complex quality assurance matters, offering solutions and support as needed.
Coordinate daily operations and oversee the implementation of short- to medium-term activities within the quality assurance team.
Contribute to the development and refinement of policies, processes, and standards related to quality assurance.
Manage a mixed team of Specialists and Support staff, ensuring their professional development and alignment with departmental goals.
Qualifications:
Advanced knowledge and experience in quality assurance, with a strong understanding of customer service standards.
Proven ability to lead and participate in the development of new solutions and quality assurance projects.
Strong capability to provide guidance, share best practices, and manage team performance.
Experience in coordinating and overseeing daily operations within a team.
Ability to contribute to and make decisions regarding policy, process, and standard development.
Experience managing a mixed team of Specialists and Support staff, with full responsibility for their professional growth and performance management.
Excellent communication, leadership, and problem-solving skills.
Ability to work onsite with a shifting schedule.