About the Role

The QA Manager owns the quality standard across the entire CS operation. That means defining what good looks like, scoring tickets and calls against that standard every week, identifying patterns in what is going wrong, and working with Team Leads to close the gaps. They also own the QA framework itself the scorecard, the calibration process, and the feedback loop. This is not a passive monitoring role. The expectation is that QA scores improve quarter over quarter and that the QA Manager is the driving force behind that.

What You Will Do

• Own and maintain the QA scorecard for email and call channels. Update it when SOPs or business priorities change.
• Score a minimum of 5 email tickets and 3 calls per agent every week. Consistency is the most important thing every agent should be reviewed on the same standard.
• Identify and escalate Fatals to the relevant Team Lead within 24 hours of discovery. A Fatal is a critical fai...