Manager - Contact Centre Operations Quality
- Markham, ON
- On-site
- Posted Aug 4, 2026
- 1 position
$84,264–$130,609 / year
Opens an external site
- Employment type
- Full-time
- Experience level
- Senior · 5+ years
- Minimum education
- Professional degree
- Posting language
- English
- Working hours
- 40 hours per week
Job summary
Lead the Quality Assurance team to deliver exceptional customer experiences across all contact channels and interaction types. Own the end-to-end QA strategy, manage BPO partners, and implement AI-enabled quality evaluation governance.
Job details
Lead the Quality Assurance team to deliver exceptional customer experiences across all contact channels and interaction types. Own the end-to-end QA strategy, manage BPO partners, and implement AI-enabled quality evaluation governance. Requires a Bachelor's degree and at least 5 years of experience in contact center operations and quality assurance management. Must have expertise in managing multi-channel quality programs, vendor governance, and AI-driven scoring tools.
What you’ll do
Lead the Quality Assurance team to deliver exceptional customer experiences across all contact channels and interaction types. Own the end-to-end QA strategy, manage BPO partners, and implement AI-enabled quality evaluation governance.
Requirements
Requires a Bachelor's degree and at least 5 years of experience in contact center operations and quality assurance management. Must have expertise in managing multi-channel quality programs, vendor governance, and AI-driven scoring tools.
Listed skills
- Quality assurance · Preferred
- Data analysis · Preferred
- People leadership · Preferred
- Root Cause Analysis · Preferred
- Process Improvement · Preferred
- Lean · Preferred
- CRM · Preferred
Other relevant skills
Identified from the job description. Confirm important requirements above.
- Quality Assurance
- Contact Center Operations
- Customer Experience Management
- People Leadership
- Vendor Management
- AI Quality Evaluation
- Data Analysis
- Process Improvement
- Compliance Governance
- Performance Dashboarding
- Calibration
- Root Cause Analysis
- Six Sigma
- Lean
- CRM
- Speech and Text Analytics
Job areas
- Management & Leadership
- Customer Service & Support
- Energy
- Data & Analytics
- Consulting