Quality Manager - Operations

Requirements

Key Responsibilities

1. Quality Management

• Develop and implement quality assurance strategies, processes, and standards across business operations.
  
• Monitor and evaluate customer interactions through call audits, transaction reviews, and process assessments.
  
• Ensure adherence to client requirements, internal policies, and regulatory compliance standards.
  
• Analyze quality trends and identify opportunities for performance improvement.
  

2. Team Leadership

• Lead, mentor, and develop Quality Analysts and Team Leads.
  
• Set performance goals and monitor team productivity and effectiveness.
  
• Foster a culture of continuous learning, accountability, and quality excellence.
  

3. Performance Monitoring & Reporting

Track, monitor, and report key quality metrics, including:

• Quality Scores
  
• Customer Satisfaction (CSAT)
  
• Net Promoter Score (NPS)
  
• First Call Resolution (FCR)
  
• Compliance Scores
  
• Error Rates
  

Additional responsibilities:

• Prepare daily, weekly, and monthly quality performance reports.
  
• Present quality insights, trends, and actionable recommendations to leadership and clients.
  

4. Process Improvement

• Identify root causes of quality issues using data analysis and quality management tools.
  
• Drive Corrective and Preventive Action (CAPA) initiatives.
  
• Collaborate with Operations, Training, and Workforce Management (WFM) teams to improve performance.
  
• Lead Lean, Six Sigma, and other continuous improvement initiatives where applicable.
  

5. Client & Stakeholder Management

• Participate in client reviews, governance meetings, and quality calibration sessions.
  
• Ensure achievement of contractual quality SLAs and KPIs.
  
• Provide strategic recommendations to enhance customer experience and operational performance.
  
• Build strong relationships with internal and external stakeholders to drive quality objectives.
  

Experience & Qualifications

Required Experience

• 8–12 years of experience in BPO/Customer Service Operations.
  
• Minimum 3–5 years of experience managing Quality teams.
  
• Experience handling domestic and/or international processes.
  
• Strong exposure to Voice, Non-Voice, Chat, and Email support operations is preferred.
  

Preferred Skills

• Strong analytical and problem-solving abilities.
  
• Excellent communication and presentation skills.
  
• Expertise in quality management frameworks and performance metrics.
  
• Working knowledge of Lean, Six Sigma, COPC, or other quality improvement methodologies.
  
• Proficiency in MS Excel, PowerPoint, and reporting/dashboard tools.
  
• Ability to manage multiple stakeholders in a fast-paced operational environment.