Job Details

Do you love leading a team to greatness?

Do you strive to work with people that love to improve their performance to be better every day?

We are looking for a Call Center Quality Manager to lead and evolve our quality assurance strategy in support of a fast-growing AI client.

Join our Transcom family as an Quality Manager!

The Quality Manager directs the quality team to ensure audit activities generate practical, data-driven solutions for the business. This role is responsible for aligning team output with both client and internal requirements through active performance management and cross-departmental coordination. Rather than maintaining passive oversight, the Quality Manager leads the analysis of quantitative and qualitative data to identify operational gaps and drive corrective actions. The objective is to provide stakeholders with accurate, timely reporting and valid statistical insights that directly support campaign goals and service improvements.

• Serve as the primary POC for clients and internal leadership regarding quality
• Maintain a deep understanding of the top issues impacting the campaign
• Manage the end-to-end implementation of quality initiatives
• Partner closely with client stakeholders to track ongoing performance metrics
• Analyze performance trends and financial data to identify gaps
• Coordinate with the Training team on all new content and releases
• Lead internal discussions to evaluate products, tools, and policies
• Lead and manage quality staff
• Own and maintain quality reports
• Lead calibration sessions
• Set and follow up on quality and quantity targets for the allocated Clients/projects
• Drive results and promote teamwork.
• Develop and maintain effective performance management.
• Lead by example.
• Proactively promote the Transcom objectives.
• Ensure that Transcom standard procedures are implemented and complied with at all times within his/her business area.
• Create an open and energetic culture within his/her business unit. Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives.
• Ensure a high level of morale and a sense of loyalty to Transcom in each individual.
• Provide feedback to Corporate Governance on ideas for improving standards and processes.
• Review procedures and implement improvements.
• Implement Transcom standard practices.
• Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
• Attend internal meetings with other staff of the contact center.