The ideal candidate will have at least 3 years of experience as a Quality Manager, with 6-8 years of overall experience, preferably in a contact center environment. This role involves overseeing the quality assurance and compliance processes, monitoring performance, coaching agents, and driving continuous improvement initiatives to ensure the highest quality of service delivery. […]
Monitor customer interactions (calls, emails, chats) to ensure adherence to quality standards, compliance policies, and best practices. […]
Assist in supporting internal and external audits by providing necessary documentation...