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.