<- All case studies
UK Operations Recruitment / Outsourced service provider, South East England
Quality Manager Hired to Rebuild QA Discipline
The Challenge
An outsourced service provider had inconsistent quality scoring across teams, leading to unclear coaching priorities and weak client confidence.
What We Did
Zentrix searched for quality managers with calibration experience, agent coaching credibility, and the ability to turn audit findings into operational action.
The Result
The appointed manager rebuilt the QA framework in six weeks and introduced weekly calibration sessions with operations leaders.
“The candidate understood quality as an operating system, not a spreadsheet.”