Role Overview:

We are looking for an experienced Quality Manager to lead our quality assurance function across both call monitoring and data quality audits. This leadership role involves managing the QA team, overseeing quality processes for the Appointment Generation (AG) team's calls, and ensuring the accuracy and integrity of data from CDQA and other departments. The ideal candidate will be a strategic thinker, capable of implementing scalable quality frameworks, driving continuous improvement, and ensuring our output meets or exceeds client expectations.

Key Responsibilities:

Leadership & Team Management:

- Lead, mentor, and develop the QA team to deliver consistent, high-quality performance in both call and data audits.

- Set clear performance metrics, provide coaching, and foster a culture of accountability and excellence.

Quality Oversight - Calls:

- Oversee monitoring of live and recorded AG calls, ensuring accuracy, professionalism, compliance, and adherence to scripts.

- Identify training needs based on call audit trends and work closely with training teams to address skill gaps.

Quality Oversight - Data:

- Direct and supervise audits of datasets from CDQA and other departments to ensure data accuracy, completeness, and consistency.

- Drive initiatives to reduce data errors and enhance data governance practices.

Process Development & Continuous Improvement:

- Design and implement robust quality frameworks, SOPs, and audit templates for both call and data QA.

- Analyze audit findings to identify recurring issues and implement long-term corrective measures.

- Collaborate cross-functionally with operations, training, and delivery teams to align quality goals with business objectives.

Reporting & Insights:

- Prepare and present regular quality performance reports to senior leadership.

- Provide actionable insights and recommendations to improve operational efficiency and client satisfaction.

Requirements:

- Bachelor's degree; MBA or equivalent qualification preferred.

- 5+ years of experience in Quality Assurance, including at least 2 years in a managerial or team lead role.

- Proven track record in managing both call quality and data quality functions.

- Strong leadership, analytical, and decision-making skills.

- Excellent communication skills with the ability to influence at all levels.

- Proficiency with QA tools, CRM systems, and data management platforms.

Why Join Us?

- Lead a high-impact function in a fast-growing B2B marketing organization.

- Work with global clients and cutting-edge quality processes.

- Competitive compensation and opportunities for career growth.