Job Description

• Analytical Skills: The ability to analyse data, identify trends, and draw meaningful conclusions is crucial.
• Attention to Detail: QA Manager needs to be detail-oriented to accurately assess interactions and identify areas for improvement.
• Problem-Solving Skills: They need to be able to identify issues, analyse their root causes, and develop solutions.
• Knowledge of Service Desk Operations: Understanding service desk processes, key performance indicators (KPIs), and customer service best practices is important.
• Ability to Provide Constructive Feedback: QA Manager needs to be able to provide feedback in a way that is helpful and motivating for agents.
• Experience with Quality Assurance Processes: Experience in quality assurance, call monitoring, and performance management is often required.
• Continuous Improvement: A vital role in ensuring a positive customer experience and driving continuous improvement within the service desk

Skills Required