Quality Manager – Contact Centre

About the role

We are seeking a motivated Quality Manager to lead quality excellence within our Contact Centre in Accra City Centre. You will oversee quality assurance and control, ensuring high standards in performance, evaluation accuracy, and service delivery.

Key responsibilities

• Supervise quality work groups across multiple programs, contributing to selection, training, development, and performance appraisal in line with policies and legal requirements.
• Maintain accurate metrics for individual and team performance.
• Evaluate process and staff effectiveness and collaborate with business stakeholders on improvement action plans.
• Develop strong relationships with internal and external stakeholders.
• Oversee audits of key support processes and recommend changes.

Required profile

• Bachelor's degree in a related field.
• 2‑4 years of relevant experience, preferably in a contact centre or BPO.
• Strong analytical and interpretive abilities.
• Excellent attention to detail and a continuous‑improvement mindset.
• Proven ability to mentor, coach, and lead teams in a fast‑paced environment.
• Advanced Microsoft Office skills.
• Business acumen and a customer‑service orientation.
• Flexibility to work varied schedules.

Required skills

• Microsoft Office (advanced)

What we offer

• Equal opportunity employment in a diverse, inclusive environment.