Sr Manager Quality

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Job Summary:

Manager – Quality

You will be responsible for driving quality initiatives, ensuring compliance with client SLAs, enhancing customer experience through effective process audits, and coaching team members.

Key Responsibilities:

• Quality Governance:

• Develop, implement, and maintain quality assurance policies and procedures.
• Lead Quality Assurance programs across multiple international voice processes.
• Collaborate with stakeholders to define quality standards and drive adherence.

• Team Leadership:

• Manage a team of QAs, Quality Leads, and AM – Quality.
• Provide guidance, mentoring, and development plans to improve team performance.
• Monitor team KPIs and drive continuous improvement.

• Process Improvement:

• Analyze trends and provide insights to Operations and Training for process improvements.
• Use quality monitoring data management systems to compile and track performance at team and individual levels.
• Recommend and implement corrective actions as required.

• Client & Stakeholder Management:

• Liaise with clients for performance reviews and quality updates.
• Present quality metrics, root cause analysis, and improvement plans in client calls/reviews.

• Audit & Compliance:

• Conduct internal audits to ensure adherence to processes and compliance requirements.
• Drive compliance to client and regulatory standards.

• Reporting:

• Prepare and publish regular quality reports with insights and action items.
• Track quality metrics such as CSAT, NPS, FCR, AHT, etc.

Requirements:

Experience:

• Minimum 12 years of experience in BPO industry.
• At least 80% of experience in international voice process (mandatory).
• Career progression must include roles from QA → Quality Lead → AM Quality → Manager Quality.

Skills:

• Strong understanding of Quality tools and methodologies (e.g., Six Sigma, COPC, RCA).
• Hands-on experience in Quality Monitoring tools and data analysis.
• Excellent communication and interpersonal skills.
• Leadership, stakeholder management, and team development abilities.

Education:

• Bachelor's degree is a must.
• Certifications like Six Sigma (Green/Black Belt), COPC, or equivalent are preferred.

Preferred Attributes:

• Exposure to BFSI, Tech Support, or Telecom domains in voice process.
• Ability to handle large teams and multiple client accounts.
• Process automation or digitization experience is a plus.