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Call Center QA Manager

Role overview

Qualifications

  • Bachelor's degree in Business, Quality Management, or related field
  • 7 plus years of experience in contact center operations or QA
  • 3–5 years in a QA leadership role
  • Experience managing multi-channel contact centers

Responsibilities

  • Develop and oversee the quality assurance and improvement framework
  • Ensure calls, emails, and other communications are evaluated for accuracy, quality, and compliance
  • Identify trends, risks, and improvement areas from QA data
  • Implement quality improvement initiatives to enhance service and accuracy

Key facts

Other skills

  • Quality Assurance
  • Team Leadership
  • Coaching
  • Communication

About the company

ITCON Services logo

ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Company details

Company size51 - 200

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Job description

The QA Manager is responsible for developing, implementing, and managing the Quality Assurance and Quality Improvement Program for the DOL National Contact Center (NCC).
This role ensures that all customer interactions across multi-channel platforms (phone, email, chat, IVR) meet or exceed quality standards, accuracy requirements, and customer service expectations, while ensuring compliance with all contractual and federal requirements.
  • Manage QA program: Develop and oversee the quality assurance and improvement framework.
  • Monitor interactions: Ensure calls, emails, and other communications are evaluated for accuracy, quality, and compliance.
  • Analyze performance: Identify trends, risks, and improvement areas from QA data.
  • Drive improvement: Implement quality improvement initiatives to enhance service and accuracy.
  • Support training & coaching: Work with operations and training teams to address skill gaps and improve performance.
  • Ensure compliance: Enforce adherence to federal regulations, DOL policies, and contract requirements.
  • Lead QA team: Supervise QA analysts and ensure consistent evaluation standards.
  • Manage QA tools: Oversee call monitoring systems and quality scoring platforms.
Report findings: Provide quality reports and insights to leadership and stakeholders.

Education
  • Bachelor's degree in Business, Quality Management, or related field
  • Equivalent experience may be considered
Experience
  • 7+ years of experience in:
    • Contact center operations or QA
  • 3–5 years in a QA leadership role
  • Experience managing:
    • Multi-channel contact centers
    • QA programs for large teams (100+ FTEs)
Certifications (Preferred)
  • Six Sigma / Lean
  • Certified Quality Manager (CQM)
  • COPC or contact center quality certification

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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