Kochar Infotech

Description:About the RoleWe are looking for an experienced and strategic Senior Manager Quality to lead quality governance, drive continuous improvement initiatives, and ensure consistent delivery of benchmark-quality service across programs.The ideal candidate will have strong experience managing quality teams, implementing process improvements, and collaborating with clients to achieve key performance metrics.Key Responsibilities:- Ensure the program consistently meets and exceeds benchmark Quality SLAs and all defined client parameters.- Drive performance on key client metrics, including Upsell Quality, Customer Satisfaction (CSAT), and compliance scores.- Plan, lead, and implement Quality Improvement Projects (QIPs) to enhance process efficiency and service delivery.- Introduce and execute continuous process improvement methodologies to optimize agent performance and customer experience.- Conduct regular team development activities, including coaching, capability building, and performance enhancement initiatives.- Monitor quality trends, identify gaps, and implement corrective and preventive action plans.- Interact with client stakeholders for business reviews, process updates, and quality improvement discussions.- Prepare and present detailed quality dashboards, RCA reports, and insights for senior leadership.- Handle any additional responsibilities assigned by top management to support business priorities.Required Experience:- 8- 10 years of experience in Quality Management within a BPO/Contact Center/Customer Experience environment.- Minimum 3 - 4 years in a managerial or senior managerial quality role handling large teams.- Proven experience in managing client-facing quality operations and improving CSAT & upsell quality metrics.- Exposure to Lean/Six Sigma, continuous improvement frameworks, and quality compliance standards preferred.Skills & Qualifications:- Graduate or Postgraduate in any discipline.- Strong analytical, problem-solving, and stakeholder management skills.- Excellent communication, presentation, and team leadership capabilities.- Proficiency in quality monitoring tools, reporting systems, and MS Office (Excel, PowerPoint).- Ability to drive results in a high-performance and fast-paced environment (ref:iimjobs.com)