Quality Manager (Contact Centre) Job Description

A Quality Manager in a contact centre owns the quality of customer interactions. They run the audit and calibration programme, set the quality standards, lead quality analysts, and turn audit findings into coaching and process fixes. They protect both customer experience and compliance. A good Quality Manager keeps quality scores reliable and fair through calibration, links quality to real customer outcomes, drives coaching that improves agents, and gives operations a clear, trusted view of where quality and compliance need work.

Detail	For this role
Department	Customer Support
Level	Manager
Reports to	Senior Operations Manager (BPO)
Direct reports	Call Quality Analyst
Experience	6 to 10 years in contact centre quality with team leadership

Quality Manager (Contact Centre) job description template

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Job title: Quality Manager (Contact Centre)

Department: Customer Support

Reports to: Senior Operations Manager (BPO)

Location: [City], [office, branch or site]

About the role

Key responsibilities

Own the quality audit and calibration programme for the contact centre.
Set quality standards and audit forms aligned to customer experience and compliance.
Lead quality analysts and manage the volume and coverage of audits.
Run calibration sessions so scores are consistent across analysts and teams.
Turn audit findings into coaching plans and process improvements with operations.
Track quality trends and root causes and report them to leadership.
Ensure compliance and script adherence on regulated and sensitive processes.
Link quality scores to customer satisfaction and business outcomes.
Audit the audit process itself to keep scoring fair and accurate.
Develop quality analysts and their coaching and analysis skills.

Requirements

Graduate in any discipline
Experience in contact centre quality
A quality or Six Sigma certification is an advantage
6 to 10 years in contact centre quality with team leadership

KRAs and KPIs for a Quality Manager (Contact Centre)

Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.

Key result area	How to measure it
Audit coverage	Planned audits completed across teams without gaps
Calibration	Score variance between analysts kept within the agreed range
Quality improvement	Quality scores improving through coaching against baseline
Compliance	Compliance and script adherence maintained above the target
Outcome link	Quality trends linked to customer satisfaction and resolution
Team	Quality analysts developed and calibrated to standard

Skills and tools

Quality managementCall and interaction auditingCalibrationCoaching designCompliance monitoringRoot cause analysisData analysisCommunication

Tools used day to day: Quality audit tools, Call recording and speech analytics, CRM, MS Excel, Dashboards.

Reporting line and career path

Moves up from: Call Quality Analyst, Customer Support Team Leader, Process Trainer
Next roles: Process Manager, Contact Centre Manager, Senior Operations Manager (BPO)

Interview questions for a Quality Manager (Contact Centre)

How do you keep quality scores fair and consistent across analysts?
How do you turn audit findings into coaching that actually improves agents?
How do you link quality scores to customer satisfaction?
How do you run a calibration session?
How do you monitor compliance on a regulated process?
How do you develop a quality analyst?

Managing a Quality Manager (Contact Centre) in ZeniaHR

AttendanceQuality teams usually work a general shift aligned to the operation, sometimes covering multiple shift windows. Attendance comes from web punch on the office network or biometric at the entry. Set the shift to match audit coverage needs and limit web punches to the office network with capture controls.LeavePlan leave so audit coverage and calibration are not left with gaps, and hand over the audit plan first. Comp-off for weekend audit or calibration work is credited in the leave ledger and should be cleared before it expires.Performance and KRAsSet the KRAs above as goals in the review cycle and review audit coverage, calibration and quality trends monthly, with a quarterly formal review. Rate an analyst on probation on the 1 to 5 probation review on accuracy and calibration with a comment.

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Frequently asked questions

What does a Quality Manager in a contact centre do?

A Quality Manager owns the quality of customer interactions in a contact centre. They run the audit and calibration programme, set quality standards, lead quality analysts, and turn audit findings into coaching and process fixes. They protect customer experience and compliance, link quality to real outcomes, and keep scoring fair through calibration.

What is calibration in contact centre quality?

Calibration is the process of getting all quality analysts and team leaders to score interactions the same way. Everyone audits the same call and compares scores, then aligns on how the standard applies. Regular calibration keeps quality scores fair and consistent, so agents are judged by one standard rather than each analyst's opinion.

What qualifications does a Quality Manager need?

A graduate degree with experience in contact centre quality is the usual base, and a quality or Six Sigma certification is an advantage. Employers value command of auditing and calibration, the ability to turn findings into coaching, and strong data analysis to link quality to customer outcomes. Leading a quality team well matters throughout.