Quality Assurance Manager – Customer Experience

About the role

Support Services Group is seeking a proactive Quality Assurance Manager to enhance the customer experience across its call‑center operations. The role involves analyzing agent performance, monitoring omnichannel interactions, and providing actionable insights to drive service excellence.

Key responsibilities

• Audit and monitor QA/QC performance, recommending process improvements.
• Listen to and evaluate agent‑customer conversations to ensure compliance with policies and SOPs.
• Track acute and systemic trends at agent and team levels, reporting findings to stakeholders.
• Partner with Operations and Training teams to design continuing‑education programs for agents.
• Create and maintain dashboards and trackers that visualize performance metrics and call drivers.
• Update knowledge‑base articles and educational materials to keep them current.
• Support the call‑center floor as needed and perform other duties as assigned.

Required profile

• Advanced English communication skills.
• Prior supervisory experience.
• Minimum 1 year of QA experience in a call‑center environment.
• High attention to detail and strong analytical mindset.
• Ability to manage a high‑volume daily workload efficiently.

Required skills

• Excel
• Microsoft Office

What we offer

• Opportunity to work with an award‑winning global CX solutions company.
• Collaborative, innovative team environment.
• Professional development and training opportunities.