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 p

📌 Quality Assurance Jr. Manager (Heroica Puebla de Zaragoza)
🏢 GGA Solutions
📍 Heroica Puebla de Zaragoza