Lead, Customer Support QA

1. Role Summary

The Quality Assurance / Assessment Manager is responsible for designing, governing, and driving service quality at scale across all customer interaction channels. This role ensures that every customer touchpoint; digital or physical meets defined standards for clarity, accuracy, empathy, and resolution effectiveness.

Beyond monitoring quality, the role owns the end-to-end quality ecosystem: frameworks, calibration, audit integrity, insights generation, and continuous improvement. The QA Manager translates performance data into clear, actionable interventions that improve customer experience and operational outcomes.

This role is both strategic and execution-focused setting standards while ensuring they are consistently applied across teams, regions, and channels.

2. Key Responsibilities

a. Quality Strategy & Governance

• Define and continuously refine QA frameworks and scorecards across all channels
• Ensure alignment between voice and non-voice standards for a consistent customer experience
• Maintain scoring integrity, audit readiness, and governance discipline
• Establish clear quality benchmarks tied to business outcomes (CSAT, FCR, etc.)

 

b. Team Leadership

• Lead and develop a team of 13+ Quality Assessors
• Set performance targets, productivity benchmarks, and quality standards for the QA team
• Drive capability building through coaching, feedback sessions, and structured development plans
• Build a high-performing team with strong analytical and evaluation capabilities

 

c. Quality Monitoring & Evaluation

• Design and oversee sampling methodologies across all channels
• Ensure balanced and representative coverage (voice, chat, social, WhatsApp, walk-in interactions)
• Validate scoring accuracy and proactively minimize evaluator bias
• Conduct periodic audits to ensure consistency and reliability of assessments

 

d. Calibration & Standardisation

• Lead cross-functional calibration sessions with operations and training teams
• Ensure uniform interpretation of quality standards across all evaluators
• Resolve scoring discrepancies and define clear guidelines for edge cases
• Track and reduce calibration variance across teams

 

e. Insights & Continuous Improvement

• Translate QA data into clear, actionable insights for operations and leadership
• Identify root causes of performance gaps across:
• Process inefficiencies
• Training gaps
• System limitations
• Partner with operations to implement targeted interventions that improve:
• CSAT
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Repeat contact rates

 

f. Stakeholder Management

• Work closely with:
• Operations teams (L1 support, follow-up teams, walk-in centres)
• Training & Knowledge Management
• Product and Process teams
• Act as the voice of quality in cross-functional discussions
• Present quality performance, trends, and insights to senior leadership
• Influence decision-making through data-backed recommendations

 

g. Knowledge & Process Alignment

• Ensure QA frameworks are aligned with latest SOPs and knowledge base updates
• Identify and escalate policy gaps or inconsistencies impacting service quality
• Partner with Knowledge Management to ensure clarity, usability, and accuracy of content

 

3. Channel Complexity Coverage

The role ensures quality consistency across diverse interaction types:

• Voice (Inbound & Outbound): Call handling, empathy, probing, resolution quality, compliance
• Non-Voice (Email, Chat): Clarity, tone, accuracy, completeness, turnaround time
• Social Media & WhatsApp (including groups): Public tone management, responsiveness, brand risk control
• Walk-in Centres: In-person engagement quality, professionalism, issue resolution, experience consistency

 

4. Key Metrics / Success Measures

• Overall QA scores (and channel-specific performance)
• Correlation between QA scores and CSAT outcomes
• First Contact Resolution (FCR) rates
• Reduction in repeat contacts and escalations
• Calibration accuracy and variance reduction
• QA coverage and productivity levels
• Measurable improvements driven from QA insights

 

5. Required Skills & Competencies

Core Competencies

• Strong analytical and problem-solving capability
• Deep understanding of contact centre operations and customer experience
• Proven people management and coaching skills

Technical Competencies

• Experience with QA tools, CRM platforms, and reporting dashboards
• Strong ability to analyze large datasets and identify actionable trends
• Familiarity with multi-channel support environments

Behavioural Competencies

• High attention to detail and strong judgment
• Fair, consistent, and objective in evaluation
• Ability to influence stakeholders without direct authority
• Structured, data-driven, and outcome-oriented thinking

 

6. Experience & Qualifications

• 6-10+ years in contact centre operations and/or quality assurance
• Minimum 2-3 years managing QA teams
• Proven experience in multi-channel customer support environments
• Bachelor’s degree (relevant field preferred)

 

7. Leadership Expectations

• Build and sustain a high-performing QA function
• Shift the organization from quality scoring to quality improvement
• Drive a culture of continuous learning and performance excellence
• Act as a critical bridge between quality, operations, and customer experience
• Lead with data, clarity, and strong operational judgment