Quality Manager – Banking & Financial Services

About the role

The Quality Manager will lead the Quality team, set standards, and ensure that all customer interactions and processes meet the required quality benchmarks within the banking and financial services environment.

Key responsibilities

• Manage and lead the Quality team, ensuring daily quality activities are completed.
• Develop, maintain, and enforce quality standards, policies, and procedures.
• Monitor customer interactions, service quality, and performance metrics.
• Review quality reports, identify trends, gaps, and recurring issues.
• Set and track quality KPIs for the team and individuals.
• Conduct regular quality audits and ensure proper documentation.
• Provide coaching and guidance to Quality Agents.
• Collaborate with Operations, Sales, Training, and HR to improve overall performance.
• Identify root causes of quality issues and implement corrective actions.
• Prepare regular quality reports and performance updates for senior management.
• Ensure compliance with company policies and procedures.
• Develop and improve quality monitoring and evaluation processes.
• Identify training needs based on quality results and coordinate with the Training team.
• Handle escalated quality issues and recommend appropriate actions.
• Drive continuous improvement across customer service and operational processes.

Required profile

• Bachelor’s degree in Business Administration, Quality Management, or a related field.
• 4+ years of experience in Quality Assurance/Quality Control, with prior team management experience.
• Experience in call center, customer service, or financial services preferred.
• Strong analytical, problem‑solving, and communication skills.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• Excel
• Reporting tools