Quality Assurance Manager - Contact Center

About the role

Tafaseel BPO is looking for an experienced, results-driven Quality Manager to lead its quality assurance initiatives in a contact center in Manama, Bahrain. The manager develops, implements and manages quality assurance processes so that BPO operations consistently meet and exceed client expectations and industry standards, while maintaining a high level of service quality and operational efficiency.

Key responsibilities

• Design and implement a comprehensive quality assurance strategy aligned with organizational goals and client requirements.
• Oversee monitoring of service delivery processes, conducting regular evaluations and audits to ensure compliance with quality standards.
• Analyze quality performance metrics and trends, and prepare detailed reports to support decision-making and continuous improvement.
• Lead and mentor the quality assurance team, fostering a culture of quality and accountability.
• Give constructive feedback and coaching to employees based on quality assessments, and work with training teams to address skill gaps.
• Identify process improvements and implement best practices to improve service quality and efficiency.
• Act as the main contact for quality-related client inquiries and ensure alignment with client expectations.
• Ensure adherence to regulatory and industry standards through regular compliance audits and corrective actions.
• Collaborate with Operations, Training and Client Services teams on quality initiatives.

Required profile

• Bachelor's degree in business administration, Quality Management or a related field; a master's degree is a plus.
• At least 3 years of experience in quality management, preferably in the BPO industry, in a leadership role.
• Fluency in both Arabic and English.

Required skills

• Strong analytical and problem-solving skills, with a data-driven approach.
• Excellent communication and interpersonal skills.
• Familiarity with quality management frameworks such as Six Sigma, ISO and CMMI, and quality assurance tools.