Job Description

Job Title:

Quality ManagerDo you have a passion for quality and continuous improvement?

We are looking for a highly motivated Quality Manager to join our dynamic team and lead quality excellence within our Contact Centre in Accra City Centre.

As a key member of the organization, you will oversee all aspects of quality assurance and control, ensuring high standards in performance, evaluation accuracy, and service delivery. This role is responsible for supervising Quality staff supporting assigned portfolios, driving team development, and enhancing the overall effectiveness of quality processes.

If you are passionate about delivering exceptional client and customer service, coaching teams, and creating a culture of continuous improvement, this is an exciting opportunity to join our Quality Team and make a meaningful impact

What you'll be doing

• Supervise quality work group of clients with multiple programs or lines of businesses; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements

• Maintain accurate metrics of direct reports individual performance as well as overall team level performance

• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans

• Develop strong working relationships with key business stakeholders, internal and external

• Oversee audits of key support processes within each account and recommend changes
  

What you'll need

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred

• Demonstrated ability to comprehend, analyze, and interpret.

• Solid understanding of the organization's business operations and industry.

• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.

• Excellent attention to detail.

• Demonstrated ability to take initiative and ownership with focus on continuous improvement.

• Demonstrated ability to mentor, coach and provide direction to a team of employees.

• Demonstrated ability to lead a team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.

• Advanced Microsoft Office skills

• Demonstrated business acumen.

• Previous quality management experience in a contact centre / BPO is advantageous

• Ability to work a flexible schedule
  

Concentrix is an equal opportunity employer.

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants 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.

Location:

GHA Accra - No 18, Castle road North Ridge

Language Requirements:

Time Type:

Full time2026-05-14