We are seeking an experienced and dynamic Head of Quality Assurance to lead our QA team and ensure the highest standards of service delivery in our BPO/Call Centre operations. This role is critical in driving continuous improvement, maintaining service level agreements (SLAs), and enhancing customer satisfaction. The Head of QA will be responsible for developing and implementing robust QA strategies, methodologies, and processes. You will manage a team of QA analysts, conduct performance reviews, and provide coaching and mentorship. Key responsibilities include analyzing call data, identifying trends, developing corrective action plans, and reporting on quality metrics to senior management.

Responsibilities:

• Develop and implement comprehensive QA policies and procedures.
• Lead, mentor, and manage the QA team to achieve performance goals.
• Monitor and analyze call recordings and customer interactions for quality and compliance.
• Identify areas for improvement and implement action plans.
• Prepare and present regular quality reports to senior management.
• Ensure adherence to company policies, industry regulations, and client expectations.