Quality Assurance & Floor Manager

Roles & Responsibilities:Audit calls and email communications across the team (junior and senior employees) against defined quality standards - tone, accuracy, telephone/email etiquette, compliance, and resolution effectiveness.Score and document individual and team-level quality performance through structured scorecards and audit reports.Conduct one-on-one feedback and coaching sessions with employees at all levels, including senior staff, to correct recurring communication gaps.Flag critical, repeated, or escalated quality issues directly to HR/MD, with authority to recommend corrective action or retraining.Set and periodically revise quality benchmarks and audit checklists in line with company standards and client expectations.Step in on the floor as needed to manage escalations, support agents during high-pressure situations, or address real-time process gaps - though this is a secondary responsibility, not the core function.Support onboarding by training new hires on communication standards, scripts, and company protocols.Present monthly/quarterly quality trends and improvement plans to management.Maintain and update documentation on quality guidelines and best practices.Key Requirements:4-6+ years of experience in client-facing roles (calls/email), with at least 1-2 years specifically in quality auditing, training, or team supervision.Excellent telephone and email etiquette, with strong command over spoken and written English.Prior experience in a QA/quality audit function, ideally in travel, BPO, or a similar service industry.Confident, assertive communicator - comfortable giving feedback to senior staff.Strong analytical skills for scoring, trend analysis, and reporting.