Operations Quality Standards Manager

About the role

Enercare is looking for an experienced Operations Quality Standards Manager to lead its Quality Assurance function across all customer contact channels. In this senior role you will own the end‑to‑end QA strategy, drive a customer‑centric experience framework and ensure consistent service quality for millions of customers.

Key responsibilities

• Develop and execute a comprehensive Quality Assurance strategy for inbound/outbound voice, email, chat, social and digital interactions.
• Lead, coach and develop an internal team of QA Analysts, setting performance expectations and development plans.
• Manage QA delivery with internal teams and external partners (BPOs, specialist vendors) including scope definition, SLAs, RACI, controls and governance.
• Design, implement and maintain QA scorecards, dashboards and metrics such as CSAT, FCR, NPS, compliance and critical error tracking.
• Facilitate regular calibration sessions across evaluators to ensure consistent application of standards.

Required profile

• Proven experience leading Quality Assurance teams in a contact‑centre environment.
• Strong understanding of customer experience frameworks and regulatory/brand compliance.
• Demonstrated ability to work with internal and external stakeholders to drive quality outcomes.
• Excellent communication, coaching and analytical skills.

Required skills