Quality Assurance Manager

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. As our new Quality Assurance (QA) Manager, you will be the guardian of service excellence within our Telco Hardship Support team . This isn't just about ticking boxes; it’s about ensuring our most vulnerable customers receive the right support at the right time. You will lead a 360-degree quality loop, managing a team of Quality Analysts and a Trainer. Your mission is to turn data into dialogue, ensuring every evaluation leads to stronger process and compliance, evidence-based coaching and a continuous uplift in customer outcomes. What you’ll do: Quality Monitoring & Evaluation Framework Oversight: Lead and oversee evaluations across Voice, written an...