Quality Manager

4 days ago

Noida, India HCLTech Full time

HCL is hiring for Quality Deputy Manager || Content Moderation Interested candidates, drop in your resume along with below details as mandate Subject - Quality Content Manager Email - Anku.jain@hcltech.com Experience in Quality Content Manager in years - Current CTC Expected CTC - Preferred location - US shifts - Yes/No Notice period. Deputy Manager – Quality Lead Position: Deputy Manager – Quality Department: Operations / Quality Location: Noida Reports To: Operations Manager / Delivery Head Role Summary: The Quality Lead will be responsible for driving process excellence, ensuring high service delivery standards, and implementing quality frameworks across projects. The role involves leading a team of Quality Analysts, managing audits, identifying process gaps, and collaborating with stakeholders for continuous improvement and client satisfaction. Key Responsibilities: 1. Lead and manage the Quality team to ensure defined quality parameters and client SLAs are met. 2. Design and implement quality frameworks, SOPs, and audit checklists. 3. Conduct regular transaction audits and share actionable insights with operations and training teams. 4. Analyze process trends, prepare RCA (Root Cause Analysis) and CAPA (Corrective Action & Preventive Action). 5. Drive calibration sessions with clients and internal teams to ensure scoring alignment. 6. Identify improvement opportunities using data-driven analysis and implement process enhancement plans. 7. Generate weekly and monthly Quality MIS reports for leadership and clients. 8. Collaborate with Training and Ops teams for upskilling and re-training based on audit findings 9. Monitor agent performance and support continuous improvement initiatives. 10. Ensure compliance with client and organizational standards. Key Skills & Competencies: 1. Strong understanding of quality frameworks (COPC / ISO / Six Sigma preferred). 2. Excellent analytical and problem-solving skills. 3. Advanced MS Excel and reporting skills; Power BI knowledge is a plus. 4. Strong stakeholder management and communication skills. 5. Experience in calibration and process audits. 6. Educational Qualification & Experience: 7. Graduate / Postgraduate (preferred: Business / Operations Management). 8. 7–10 years of total experience with at least 3 years in a Quality leadership role in BPO / ITES industry. 9. Experience in managing Quality for international clients preferred.

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