Quality Manager

Role overview

We are seeking a driven Quality Manager to strengthen quality excellence within a contact centre environment in Accra City Centre. This position focuses on maintaining strong quality assurance and control standards, improving performance review accuracy, and supporting consistently high service delivery.

In this role, you will guide quality team members across assigned portfolios, contribute to their development, and help build a strong culture of continuous improvement. The opportunity suits someone who enjoys customer service excellence, coaching others, and improving operational outcomes.

What you will do

• Lead a quality workgroup covering clients with multiple programs or business lines, and contribute to hiring, onboarding, development, and performance appraisals in line with company policy and legal requirements.
• Keep precise records of individual performance for direct reports as well as overall team results.
• Assess the effectiveness of processes and staff, then work with business partners to design and implement improvement plans.
• Build effective working relationships with important internal and external stakeholders.
• Review key support-process audits for each account and suggest process improvements.

Requirements

• A bachelor’s degree in a relevant field from a four-year college or university, along with 2 to 4 years of related experience preferred.
• Strong ability to understand, evaluate, and interpret information.
• Good knowledge of the company’s business operations and the wider industry.
• A professional, customer-focused approach for both personal conduct and team leadership.
• Strong attention to detail.
• Proven initiative, accountability, and a commitment to continuous improvement.
• Ability to coach, mentor, and give clear direction to employees.
• Capability to manage, organize, and prioritize projects in a busy, deadline-driven setting.
• Advanced proficiency in Microsoft Office.
• Strong commercial awareness and business judgment.
• Prior quality management experience in a contact centre or BPO environment is an advantage.
• Willingness to work a flexible schedule.

Equal opportunity statement

The employer is committed to equal employment opportunity. Applications are considered without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.