**Summary**
The **QA Manager** is responsible for defining, leading, and continuously improving the quality assurance strategy across the call center.
This role ensures consistent delivery of high-quality customer interactions, alignment with client expectations, and compliance with internal and external standards.
The **QA Manager** provides strategic leadership to the QA team function, drives data-driven decisions, and partners with Operations, Training, WFM, and Clients to improve performance and customer experience.
**DUTIES ANDRESPONSIBILITIES**
- Lead, manage, and develop the Quality Assurance department, including QA Leads, Supervisors, and Analysts.
- Define and execute the overall QA strategy aligned with business goals and client requirements.
- Establish, maintain, and continuously improve quality frameworks, scorecards, calibration processes, and audit methodologies.
- Ensure consistency and objectivity in evaluations across all programs, clients, and lines of business.
- Oversee call monitoring, interaction evaluations, and quality audits performed by the QA team.
- Review and validate quality trends, root causes, and performance gaps using data and analytics.
- Develop and drive corrective and preventive action plans in collaboration with Operations and Training.
- Lead internal and external calibration sessions to ensure alignment with stakeholders and clients.
- Partner with Training to identify learning needs and support training strategies based on quality findings.
- Present quality performance, insights, and recommendations to senior leadership and clients through reports and QBRs.
- Monitor compliance with internal policies, client standards, and regulatory requirements.
- Define QA KPIs, dashboards, and success metrics; track progress and outcomes.
- Support client onboarding, program launches,



and transitions from a quality perspective.
- Promote a culture of continuous improvement, accountability, and customer-centricity.
- Stay current on industry best practices, quality methodologies, and call center trends.
**SKILL AND KNOWLEDGE QUALIFICATIONS**
- Strong leadership and people management skills
- Excellent verbal and written communication skills in both, English and Spanish
- Advanced analytical and critical thinking skills
- Data-driven decision-making capability
- Ability to influence cross-functional stakeholders
- Strategic mindset with attention to operational detail
- Strong organizational and prioritization skills
- Ability to manage multiple programs and deadlines
- Objective and fair judgment
- Results-driven and continuous improvement oriented
- Time management and planning skills
**QUALIFICATIONS AND COMPETENCIES**
- Proven QA leadership experience in a call center or BPO environment
- Strong understanding of customer service metrics (CSAT, QA, FCR, AHT, Compliance, etc.)
- Process-oriented with experience in standardization and documentation
- Excellent coaching and feedback skills
- Strong stakeholder and client management skills
- Internal and external client-oriented mindset
- High level of accountability and professionalism
- Ability to work independently and under pressure
- Team-oriented with a collaborative leadership style
- Advanced experience with Microsoft Excel and Microsoft Office (reports, dashboards, analysis)
- This position reports to the QA&Training; Sr.
Manager
**This position reports to the QA&Training; Sr Manager**
Tipo de puesto: Tiempo completo, Por tiempo indeterminado
Sueldo: $30,****** - $35,****** al mes
Beneficios:
- Caja de ahorro
- Seguro de gastos médicos
- Confiable de vida
- Vacaciones adicionales o permisos con goce de sueldo
Lugar de trabajo: Empleo presencial

📌 Quality Assurance Jr. Manager - Call Center/Bpo Expertise (Heroica Puebla de Zaragoza)
🏢 GGA Solutions
📍 Heroica Puebla de Zaragoza