Quality Assurance Manager

Main mission

The Quality Assurance Manager ensures quality standards and the assurance framework across all relevant operational units.

Key responsibilities

• Define and maintain quality standards for interactions and case handling across all operational units.
• Build and maintain a comprehensive QA framework, including sampling methodologies and governance documentation.
• Evolve the assessment methodology by defining sampling strategies and integrating analytical technologies.
• Lead calibration forums to ensure consistency in evaluations and refine scoring guidelines.
• Produce decision-grade QA performance reports by identifying systemic deviations and surfacing trends.