The Role
Leads and develops Quality Analysts in a BPO/contact center environment. Oversees voice and non-voice quality monitoring, evaluation accuracy, SLA compliance, scoring calibration, client governance, and regulatory adherence. Analyzes quality results and operational KPIs to identify root causes and recommend improvements. Partners with Operations leaders on coaching plans, supports performance improvement initiatives, and represents QA in calibration meetings, account launches, transitions, and client audits.
Summary Generated by Built In
1-Team Leadership & Performance Management
Requirements
- Lead, coach, and develop a team of Quality Analysts (QAs).
- Conduct regular performance reviews, one-on-ones, and development plans.
- Ensure workload distribution and adequate coverage across shifts/accounts.
- Drive engagement, accountability, and a high-performance culture within the QA team.
2. Quality Monitoring & Governance
- Oversee call, chat, email, and back-office transaction monitoring.
- Ensure evaluations are completed accurately and within SLA timelines.
- Validate scoring consistency and ensure compliance with client quality frameworks.
- Maintain calibration alignment across QA, Operations, and Client stakeholders.
- Ensure adherence to regulatory and compliance standards where applicable.
3. Performance Analysis & Insights
- Analyze quality results to identify trends, gaps, and root causes.
- Provide actionable recommendations to Operations for performance improvement.
- Correlate quality scores with operational KPIs such as:
CSAT / NPS
First Call Resolution (FCR)
AHT
Escalation Rate
Compliance Score
- Conduct deep-dive analyses for recurring performance issues.
4. Calibration & Stakeholder Alignment
- Lead internal and external calibration sessions.
- Ensure scoring alignment between QA, Team Leaders, and Clients.
- Act as the primary QA representative in governance meetings.
- Support account launches, transitions, and client audits.
5. Coaching & Performance Improvement
- Partner with Operations Team Leaders to develop targeted coaching plans.
- Support improvement plans for low-performing teams or individuals
Requirements
Education
- Bachelor’s degree in Business Administration, Communications, or related field.
Experience
- 4–7 years of experience in a BPO/Contact Center environment
- Minimum 2 years in a QC TL or Quality supervisory role
- Experience managing voice and non-voice channels preferred.
- Exposure to multi-account or multi-client environments is an advantage.
- English level B2
Technical Skills
- Strong understanding of contact center KPIs and quality frameworks.
- Experience with QA tools and call monitoring systems.
- Advanced Excel skills; experience with Power BI is a plus.
- Strong reporting and analytical skills.
Skills Required
- Bachelor's degree in Business Administration, Communications, or a related field
- 4-7 years of experience in a BPO or contact center environment
- At least 2 years of experience in a Quality Control Team Leader or quality supervisory role
- B2 English proficiency
- Strong understanding of contact center KPIs and quality frameworks
- Experience with QA tools and call monitoring systems
- Advanced Excel skills
- Experience managing voice and non-voice channels
- Experience in multi-account or multi-client environments
- Experience with Power BI
- Strong reporting and analytical skills
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The Company
What We Do
Centro CDX is a global business process outsourcing (BPO) and diversified technology solutions provider. It specializes in digital transformation and data intelligence, offering services that revolutionize business operations through process orchestration and security enablement. Operating across North America, Europe, the GCC, and Africa, the company focuses on streamlining processes and enhancing customer experience to drive sustainable growth for its clients.
