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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Assurance leadership, focusing on quality governance, performance improvement, and client relationship management. Proficient in data analytics, audit compliance, and managing high-performing teams in a BPO or contact center environment.
Highest-signal resume keywords
Quality Management MethodologiesRoot Cause Analysis (RCA)Data Analytics And ReportingQuality Monitoring SystemsProject Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality Assurance StrategiesPerformance Improvement PlansAudit And Compliance ManagementProcess Improvement TechniquesChange ManagementStakeholder ManagementRisk Assessment And MitigationData AnalyticsQuality Metrics AnalysisQuality Governance Processes
Soft Skills
People ManagementCoaching And MentoringDecision-MakingProblem-SolvingStrategic Thinking
Tools & Technologies
Advanced Microsoft ExcelPowerPointPower BIQuality Monitoring SystemsCRM PlatformsMicrosoft TeamsSharePoint
Certifications & Qualifications
Six Sigma Green BeltSix Sigma Black BeltLean CertificationCOPC CertificationCustomer Experience (CX) CertificationProject Management Certification (PMP, CAPM)
Industry Keywords
BPOContact CenterMulti-Channel Customer SupportQuality AssuranceCustomer Experience
Tech Stack
Tools & technologiesPMP
About the role
Key responsibilities & impact- Develop and execute quality assurance strategies aligned with client and organizational goals
- Lead QA Leads and Quality Assurance Representatives
- Establish quality governance processes, standards, and performance expectations
- Oversee quality monitoring for voice, chat, email, social media, and back-office transactions
- Ensure audit coverage, evaluation accuracy, scoring consistency, and timely completion of audits and feedback sessions
- Analyze quality metrics, customer experience indicators, and operational KPIs
- Prepare executive summaries, business reviews, client presentations, dashboards, and scorecards
- Serve as the primary Quality point of contact for clients and internal stakeholders
- Manage quality-related escalations and customer experience issues
- Implement targeted performance improvement plans and oversee quality action plans
- Facilitate quality workshops and best-practice sharing sessions
- Lead calibration sessions and maintain compliance documentation, audit processes, and governance controls
- Support internal and external quality audits
- Drive Root Cause Analysis and continuous improvement initiatives
- Lead process improvement projects focused on customer experience and operational efficiency
- Support program launches, transitions, and client implementations
- Recruit, develop, and retain high-performing QA teams
- Conduct performance reviews, coaching sessions, and career development discussions
- Manage workforce planning, scheduling, and resource allocation for QA personnel
- Promote employee engagement and ensure adherence to productivity, quality, and attendance expectations
Requirements
What you’ll need- Bachelor’s degree graduate in any discipline; equivalent work experience may be considered in lieu of a degree
- Minimum 5-7 years of experience in a BPO or Contact Center environment
- At least 2-3 years of leadership experience managing Quality Assurance teams
- Proven experience managing multiple programs, clients, or lines of business
- Experience presenting performance reviews and business insights to senior leadership and clients
- People management and team development
- Coaching and mentoring
- Change management
- Stakeholder management
- Decision-making and problem-solving
- Quality management methodologies
- Root Cause Analysis (RCA)
- Process improvement techniques
- Data analytics and reporting
- Audit and compliance management
- Strong business acumen
- Strategic thinking
- Project management
- Client relationship management
- Risk assessment and mitigation
- Advanced Microsoft Excel
- PowerPoint
- Power BI and reporting tools
- Quality monitoring systems
- CRM and contact center platforms
- Microsoft Teams and SharePoint
- Amenable to shifting schedules, weekends, and holidays as business requires
- Ability to support multi-site or global operations
- Six Sigma Green Belt, Black Belt, or Lean Certification preferred
- COPC Certification preferred
- Customer Experience (CX) Certification preferred
- Project Management Certification (PMP, CAPM, or equivalent) preferred
- Experience supporting multi-channel customer support environments preferred
Benefits
Comp & perks- Robust work at home program
- Best Place to Work awards and employee-recognized culture
- Diversity-focused, people-first workplace
- Professional development and career development discussions
- Coaching, mentoring, and performance feedback
- Occasional travel for client meetings, business reviews, and operational support