Quality Assurance & Floor Manager

Roles & Responsibilities:
– Audit calls and email communications across the team (junior and senior employees) against defined quality standards: tone, accuracy, telephone/email etiquette, compliance, and resolution effectiveness.
– Score and document individual and team-level quality performance through structured scorecards and audit reports.
– Conduct one-on-one feedback and coaching sessions with employees at all levels, including senior staff, to correct recurring communication gaps.
– Flag critical, repeated, or escalated quality issues directly to HR/MD, with authority to recommend corrective action or retraining.
– Set and periodically revise quality benchmarks and audit checklists in line with company standards and client expectations.
– Step in on the floor as needed to manage escalations, support agents during high-pressure situations, or address real-time process gaps – though this is a secondary responsibility, not the core function.
– Support onboarding by training new hires on communication standards, scripts, and company protocols.
– Present monthly/quarterly quality trends and improvement plans to management.
– Maintain and update documentation on quality guidelines and best practices.

Key Requirements:
– 4-6+ years of experience in client-facing roles (calls/email), with at least 1-2 years specifically in quality auditing, training, or team supervision.
– Excellent telephone and email etiquette, with strong command over spoken and written English.
– Prior experience in a QA/quality audit function, ideally in travel, BPO, or a similar service industry.
– Confident, assertive communicator – comfortable giving feedback to senior staff.
– Strong analytical skills for scoring, trend analysis, and reporting.