Quality Manager (Call Center)

Job Purpose

Thientu BPO & HR is a leading outsourcing company providing high-quality business solutions to international clients across multiple industries. We are currently seeking a committed and detail-oriented Quality Manager.

The Quality Manager plays a key role in ensuring that all services consistently meet internal and external quality standards. This position is responsible for developing, implementing, and monitoring quality management strategies, policies, and procedures that ensure compliance with client expectations, operational requirements, and company standards.

Key Responsibilities

1. KPI Management (30%)

• Oversee and drive key quality performance indicators (DSAT, CSAT, NPIs, APIs, etc.), adjusting as needed to align with market trends and partner expectations.
• Monitor and ensure KPIs consistently meet or exceed targets.
• Proactively i...