We are seeking a Quality Analyst Manager to lead our quality assurance team and drive continuous improvement initiatives.

About Us

LightFire Partners Caribbean Ltd is a leading call center committed to delivering exceptional marketing solutions. We pride ourselves on professionalism, accuracy, and efficiency, and we are seeking a Quality Analyst Manager to lead our quality assurance team and drive continuous improvement initiatives.

Job Overview

The Quality Analyst Manager will oversee the call center’s quality assurance operations, ensuring that service standards are met or exceeded. This role involves managing a team of Quality Analysts, implementing quality monitoring processes, analyzing performance metrics, and providing actionable insights to improve both agent performance and customer satisfaction.

Key Responsibilities

• Lead, mentor, and manage a team of Quality Analysts to ensure high-quality evaluations.

• Develop, implement, and maintain quality assurance policies, standards, and procedures.

• Monitor and analyze KPIs such as call quality, first contact resolution, and customer satisfaction.

• Provide detailed reports and actionable recommendations to senior management.

• Identify trends, gaps, and areas for process improvement within the call center.

• Collaborate with Training and Operations teams to design and implement quality improvement initiatives.

• Ensure consistent feedback and coaching are provided to call center agents.

Requirements

• Bachelor’s degree in Business, Communications, Quality Management, or related field.

• Minimum of 2 years of  proven experience in a Quality Analyst or Quality Assurance leadership role in a call center environment.

• Strong knowledge of call center metrics, quality assurance methodologies, and customer service standards.

• Excellent leadership, analytical, and problem-solving skills.

• Strong communication and interpersonal skills.

• Ability to manage multiple priorities and drive continuous improvement initiatives.

What We Offer

• Competitive salary and benefits package.

• Career growth opportunities within a leading call center organization.

• A collaborative and supportive work environment.

• Training and development programs to enhance leadership and quality management skills.

How to Apply

Submit your application at https://www.lightfirepartners.com/qa-manager.
Application Deadline: August 30, 2025

LightFire Partners Caribbean Ltd  is an equal opportunity employer. We value diversity and inclusion and encourage applications from all qualified candidates.