Quality Assurance Manager

Role overview

Support Services Group is seeking a proactive, highly motivated Quality Assurance Manager who is focused on results and comfortable working in a fast-paced customer experience environment. This role is central to understanding agent performance and the customer journey through data, review, and analysis. The right person will bring strong customer service knowledge, a sharp eye for detail, and a genuine interest in turning information into action.

What you will do

• Help strengthen a positive team environment and contribute constructively to the culture.
• Review QA and QC activity, identify gaps, and suggest practical improvements.
• Listen to and assess customer interactions handled by call center agents to confirm performance standards, policies, brand messaging, and operating procedures are being followed.
• Spot both one-off and recurring patterns at the individual agent level and across teams.
• Carry out regular audits and share findings, trends, and improvement opportunities with the relevant stakeholders.
• Work with Operations and Training teams to identify continuing education needs for agents.
• Build, update, and maintain dashboards and trackers that give the organization visibility into agent performance and customer contact drivers, supporting process improvements.
• Assist in drafting and editing knowledge base content so training and reference materials remain accurate and up to date.
• Monitor team and client trends, then recommend and help deliver training to address performance concerns.
• Provide general support to the call center team whenever needed.
• Handle additional responsibilities as assigned.

What we are looking for

• Excellent English communication skills at an advanced level.
• Previous supervisory experience.
• At least 1 year of experience as a Quality Assurance Specialist in a call center setting, including call evaluation and scoring.
• High school diploma, GED, or equivalent work experience.
• Strong interpersonal skills and the confidence to deliver constructive feedback.
• Working knowledge of Excel and Microsoft Office tools.
• Very strong attention to detail.
• Good time management and the ability to stay productive in a high-volume environment.
• Solid analytical ability, including comfort working with data to identify insights.
• A strong commitment to customer experience and customer satisfaction.
• Excellent communication, presentation, and relationship-building skills.
• An empathetic and consultative communication style with the ability to understand other viewpoints.

About the company

Support Services Group is a global customer experience solutions company recognized for delivering memorable experiences for leading brands and their customers. The team is energetic, innovative, and motivated by solving challenging problems.