We are seeking an experienced Quality Assurance Lead to drive service excellence within a contact centre environment. This role is responsible for designing and implementing quality frameworks, ensuring adherence to service standards, and continuously improving customer experience outcomes.

You will play a key role in fostering an excellent service culture, coaching Customer Service Officers (CSOs), and partnering with stakeholders to enhance operational quality and customer satisfaction.

• Develop and implement a comprehensive service quality plan, including quality assurance measures, performance indicators, governance structure, and evaluation methods
• Ensure alignment with contractual requirements, service standards, and KPIs
• Conduct transaction monitoring audits in accordance with defined marking guidelines
• Perform monthly and ad-hoc internal audits to ensure compliance with service stand...