Assistant Quality Manager

Role & responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats, and tickets) to ensure adherence to quality standards and processes.
• Conduct regular quality audits and score customer support representatives based on predefined evaluation criteria.
• Provide constructive feedback and coaching recommendations to improve agent performance.
• Identify trends, process gaps, and recurring customer issues through quality monitoring.
• Prepare quality reports, scorecards, and performance dashboards for management review.
• Collaborate with Team Leaders, Trainers, and Operations teams to drive continuous improvement initiatives.
• Ensure compliance with company policies, customer service guidelines, and regulatory requirements.
• Analyze customer complaints and escalation cases to identify root causes and recommend corrective actions.
• Participate in calibration sessions to maintain scoring consistency and quality standards.
• Support training and development programs by identifying knowledge and skill gaps.

Preferred candidate profile

Relocation candidates can also apply