Quality Assurance Manager - Contact Center

tafaseel; Manama; On-site; BHD 18,000 - 24,000; Full time

Job summary

tafaseel is seeking an experienced Quality Manager to lead QA initiatives for our BPO operations in Bahrain. The role focuses on developing and implementing quality assurance processes to meet client expectations and industry standards, while driving continuous improvement across operations.

The ideal candidate will have a bachelor’s in business administration or quality management, 3+ years in a leadership QA role, strong analytical skills, and fluency in Arabic and English.

Qualifications

• Bachelor's degree in business administration, quality management, or related field; master’s preferred.
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Responsibilities

• Quality Strategy Development: Design and implement a comprehensive QA strategy aligned with client requirements.
• Monitoring and Evaluation: Oversee service delivery evaluations and audits to ensure quality standards.
• Data Analysis: Analyze quality metrics and produce reports to drive improvements.
• Team Leadership: Lead and mentor the QA team to foster a culture of quality.
• Feedback and Improvement: Provide coaching based on assessments and coordinate with training.
• Process Enhancement: Identify and implement best practices to boost service quality and efficiency.
• Client Liaison: Be the primary contact for quality-related client inquiries.
• Compliance Assurance: Ensure adherence to regulatory standards with regular audits.

Skills

Quality management

Leadership

Data analysis

Communication

Arabic and English

Education

Bachelor's degree in Business Administration/Quality Management

Master's degree (preferred)

Tools

Six Sigma

ISO

CMMI

Job description

Job Summary:

We are looking for an experienced and results-driven Quality Manager to lead our quality assurance initiatives at Tafaseel BPO. The Quality Manager will be responsible for developing, implementing, and managing quality assurance processes to ensure that our BPO operations consistently meet and exceed client expectations and industry standards. This role is essential for maintaining a high level of service quality and operational efficiency.

Key Responsibilities:

• Quality Strategy Development: Design and implement a comprehensive quality assurance strategy aligned with organizational goals and client requirements.
• Monitoring and Evaluation: Oversee the monitoring of service delivery processes, conducting regular evaluations and audits to ensure compliance with established quality standards.
• Data Analysis: Analyze quality performance metrics and trends, preparing detailed reports to inform decision-making and continuous improvement initiatives.
• Team Leadership: Lead and mentor the quality assurance team, fostering a culture of quality and accountability throughout the organization.
• Feedback and Improvement: Provide constructive feedback and coaching to employees based on quality assessments, and collaborate with training teams to address skill gaps.
• Process Enhancement: Identify opportunities for process improvements and implement best practices to enhance service quality and operational efficiency.
• Client Liaison: Serve as the primary point of contact for quality-related client inquiries, addressing concerns and ensuring alignment with client expectations.
• Compliance Assurance: Ensure adherence to regulatory and industry standards, conducting regular compliance audits and implementing corrective actions as necessary.
• Stakeholder Collaboration: Work closely with cross-functional teams, including Operations, Training, and Client Services, to drive quality initiatives and improvements.

Qualifications:

• Bachelor’s degree in business administration, Quality Management, or a related field; master’s degree is a plus.
• Proven experience in quality management, preferably within the BPO industry, with a minimum of 3 years in a leadership role.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Excellent communication and interpersonal skills, capable of engaging effectively with all levels of staff and clients.
• Familiarity with quality management frameworks (e.g., Six Sigma, ISO, CMMI) and quality assurance tools.
• Fluency in Both Arabic and English.