Quality Assuarance Manager – Telecommunications (BPO) | AT&T Experience Preferred

Lead Quality Excellence in a High-Performing BPO Environment

We are seeking an experienced Quality Assuarance Manager with a strong background in Telecommunications (Telco) to lead quality assurance operations, drive continuous improvement, and ensure exceptional customer experience across voice and non-voice support channels.

Key Responsibilities

• Lead and manage the Quality Assurance team, including coaching, mentoring, and performance management.

• Monitor and evaluate customer interactions (calls, email, chat) for compliance with quality standards and client requirements.

• Analyze quality trends, identify improvement opportunities, and provide actionable feedback.

• Develop and implement quality processes, policies, and performance metrics.

• Partner with Operations and Training teams to improve service delivery and customer satisfaction.

• Prepare quality reports and present insights to stakeholders and senior management.

• Drive continuous process improvement initiatives and ensure operational excellence.

Qualifications

• Recent Telecommunications (Telco) experience is required.

• Experience supporting the AT&T program is a strong advantage.

• Strong knowledge of quality assurance methodologies, KPI management, and performance improvement.

• Excellent leadership, analytical, communication, and stakeholder management skills.

• Proven ability to lead teams and drive quality initiatives in a fast-paced BPO environment.