Quality Analyst Manager (Customer Experience & engagement)

This role combines people leadership, operational oversight, data-driven improvement, and governance to ensure exceptional customer experience, compliance, and continuous process optimization. Key focus areas include leading and developing the QA function, managing QA analysts, setting quality standards, overseeing AI call quality assurance, evaluating AI-handled interactions for accuracy, driving operational improvement using QA insights and analytics, ensuring governance and compliance with company policies, and partnering cross-functionally with Operations, Training, Product, and AI/Automation teams to improve processes and performance.

1. Lead, mentor, and develop QA analysts.
2. Set performance goals, conduct regular coaching sessions, and manage career development plans.
3. Build a culture of accountability, continuous learning, and customer-centric quality excellence.
4. Manage staffing, scheduling, and workload distribution within the QA function.
5. Design and maintain the QA framework, scorecards, calibration processes, and reporting standards.
6. Ensure consistency and fairness in evaluations across human and AI-handled interactions.
7. Lead calibration sessions with Operations and align on quality expectations.
8. Monitor compliance with regulatory, security, and company policies.
9. Establish QA standards for AI-handled calls, chats, and automated interactions.
10. Review AI interactions for accuracy, empathy, tone, intent recognition, resolution quality, and escalation of appropriateness.
11. Identify AI performance gaps, recurring customer pain points, and automation risks.
12. Partner with AI/Product teams to improve conversational flows, knowledge accuracy, and automation effectiveness.
13. Track AI-specific quality metrics and offer improvement feedback where necessary.
14. Analyze QA data to identify trends, root causes, and opportunities for improvement.
15. Prepare and present quality reports, dashboards, and actionable insights to senior leadership.
16. Measure the impact of coaching, training, and process changes on performance outcomes.
17. Drive initiatives to improve CSAT, FCR, compliance, and overall service quality.
18. Collaborate with Training teams to design targeted learning programs based on QA findings.
19. Develop best practices, knowledge-sharing sessions, and quality improvement initiatives.
20. Champion continuous improvement methodologies to enhance efficiency and customer experience.

1. Degree/Diploma in Business/Social Science or any other related course.
2. At least two years relevant experience as QTL or QM.
3. Excellent communication and interpersonal skills.
4. Strong analytical & problem-solving skills.
5. Ability to provide constructive feedback in a clear and professional manner.
6. Ability to adapt quickly, work independently & have attention to detail.
7. Previous work experience with AI quality audit tools.