Quality Manager

4 weeks ago

Kolkata, India CogentHubCX Full time

Location: Kolkata
Department: Quality Assurance / Process Excellence
Industry: BPO / Call Center / Telecom / Customer Service
Employment Type: Full-time

Job Summary:

We are hiring a detail-oriented and experienced Quality Manager for our Telecom BPO operations in Kolkata. The ideal candidate will lead the Quality Assurance function, drive process improvements, and ensure consistent delivery of high-quality customer service across voice and non-voice processes. You will be responsible for monitoring, auditing, and enhancing agent performance while ensuring adherence to client SLAs and compliance standards.

Key Responsibilities:

  • Lead the Quality Assurance (QA) team across telecom processes (Inbound, Outbound, Voice/Non-Voice).
  • Define, implement, and monitor quality frameworks, SOPs, and audit mechanisms.
  • Conduct regular audits (calls, chats, emails) and provide actionable insights.
  • Collaborate with Operations and Training to identify gaps and drive improvement plans.
  • Prepare and present quality dashboards, RCA reports, and performance metrics to stakeholders.
  • Handle internal and client calibrations to ensure alignment in quality scoring.
  • Monitor compliance with process guidelines, regulatory standards, and client expectations.
  • Drive initiatives such as Six Sigma/Lean (if applicable) to enhance efficiency.
  • Mentor and manage a team of QA Leads/Analysts, ensuring consistent performance and upskilling.
  • Work closely with Training and Ops to support new launches, process transitions, and policy updates.

Key Requirements:

  • Experience: 8 years in Quality Assurance in a BPO environment, with at least 2 years in a managerial role (preferably in Telecom domain).
  • Education: Graduate in any discipline

  • Skills:

  • Deep knowledge of quality tools, audit methodologies, and RCA frameworks.

  • Strong communication, coaching, and stakeholder management skills.
  • Proficiency in MS Excel, PowerPoint, and QA dashboards.
  • Familiarity with telecom products, billing, tech support, or customer care processes.
  • Hands-on experience in calibration, compliance, and QA automation tools.

Apply directly via Naukri or send your updated resume to with Subject headline Quality Manager

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