Contact Center Quality Assurance & Process Improvement Manager

Key Responsibilities

1. Quality Assurance (QA) Design and maintain a robust QA scorecard (adherence, compliance, empathy, accuracy, solution quality) aligned to bank and regulatory standards. Lead daily/weekly call & digital-channel monitoring , scoring, and calibration to ensure consistent, fair evaluations. Drive root-cause analysis on quality gaps (service, process, product, system) and implement CAPA (Corrective & Preventive Action) with closure tracking. Leverage AI / speech-analytics and digital QA tools to scale coverage, surface trends, and move QA from reactive to predictive. Run coaching & feedback loops with team leaders and agents; track quality trends by team, skill, and segment.
2. Process Improvement (PI) Identify inefficiencies in the service journey (handling time, transfers, repeat calls, escalations, AHT/FCR drivers) using data and process mining . Apply improvement methodologies to standardise, simplify, and optimise end-to-end processes. Partner with Product, Digital, and IT to resolve systemic/system issues and feed upstream fixes (not just workaround fixes). Track and report before/after impact of every improvement initiative.
3. Analytics & Reporting Own a unified QA & PI dashboard for senior leadership (quality score, FCR, repeat-call rate, CSAT/NPS correlation, process efficiency). Provide insight-driven recommendations — not just scores — to guide coaching, training, and technology investments.
4. People & Stakeholder Management Coach team leaders and QA analysts; build a high-performing QA/PI team. Partner with Training, WFM, Operations, and Technology to embed quality and process standards into daily operations. Ensure compliance with regulatory, audit, and security requirements.