Quality Analyst Manager (Customer Experience & engagement)

Purpose of the Role  

The Quality Analyst Manager (AI & Customer Experience) is a strategic leadership role responsible for driving quality assurance excellence across customer interactions handled by both human agents and AI-powered systems. The role combines people leadership, operational oversight, data-driven improvement, and governance to ensure exceptional customer experience, compliance, and continuous process optimization. 

This position manages a team Quality Analysts, establishes QA frameworks, monitors performance trends, and leads initiatives to improve service quality, AI interaction accuracy, and operational effectiveness. 

The ideal candidate is a strong people manager with deep expertise in contact center quality assurance, coaching, analytics, and (emerging AI-assisted customer service environments), is an added advantage.

Key Focus Areas 

Lead and develop the QA function 

• Manage QA analysts, set quality standards, and drive a high-performance culture. 

Oversee AI call quality assurance

• Evaluate AI-handled interactions for accuracy, tone, compliance, escalation handling, and customer satisfaction. 
• Work with AI QA portal to set variables, check results, flag any process gaps and own the entire ecosystem process from beginning the end. 

Drive operational improvement 

• Use QA insights and analytics to identify trends, reduce defects, and improve customer experience outcomes. 

Ensure governance and compliance 

• Maintain adherence to company policies, regulatory requirements, and quality standards across all customer interactions. 

Partner cross-functionally 

• Collaborate with Operations, Training, Product, and AI/Automation teams to improve processes and performance. 

Key Responsibilities 

Leadership & Team Management 

• Lead, mentor, and develop QA analysts. 
• Set performance goals, conduct regular coaching sessions, and manage career development plans. 
• Build a culture of accountability, continuous learning, and customer-centric quality excellence. 
• Manage staffing, scheduling, and workload distribution within the QA function. 

Quality Strategy & Governance 

• Design and maintain the QA framework, scorecards, calibration processes, and reporting standards. 
• Ensure consistency and fairness in evaluations across human and AI-handled interactions. 
• Lead calibration sessions with Operations and align on quality expectations. 
• Monitor compliance with regulatory, security, and company policies. 

AI Interaction Quality Oversight 

• Establish QA standards for AI-handled calls, chats, and automated interactions. 
• Review AI interactions for accuracy, empathy, tone, intent recognition, resolution quality, and escalation of appropriateness. 
• Identify AI performance gaps, recurring customer pain points, and automation risks. 
• Partner with AI/Product teams to improve conversational flows, knowledge accuracy, and automation effectiveness. 
• Track AI-specific quality metrics and offer improvement feedback where necessary. 

Performance Monitoring & Reporting 

• Analyze QA data to identify trends, root causes, and opportunities for improvement. 
• Prepare and present quality reports, dashboards, and actionable insights to senior leadership. 
• Measure the impact of coaching, training, and process changes on performance outcomes. 
• Drive initiatives to improve CSAT, FCR, compliance, and overall service quality. 

Training & Continuous Improvement 

• Collaborate with Training teams to design targeted learning programs based on QA findings. 
• Develop best practices, knowledge-sharing sessions, and quality improvement initiatives. 
• Champion continuous improvement methodologies to enhance efficiency and customer experience. 

What you will need:

• Degree/Diploma in Business/Social Science or any other related course.
• At least two years relevant experience as QTL or QM
• Excellent communication and interpersonal skills. 
• Strong analytical & problem-solving skills.
• Ability to provide constructive feedback in a clear and professional manner.
• Ability to adapt quickly, work independently & have attention to detail.
• Previous work experience with AI quality audit tools