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Manager, Operations Quality

2 months ago

pune, India VikingCloud Full time

Description

Operations Manager (Quality) Location: Vadodara, India Number of Positions: 1 Shift Time: UK shift About VikingCloud VikingCloud provides end-to-end security and compliance solutions to businesses all around the globe, delivering cutting-edge ways to secure networks, maintain compliance, and complete assurance testing and assessments. Almost 5 million merchants use its award-winning platform through partnerships with many of the world’s leading acquirers and payment service providers. VikingCloud also works with many of the world’s largest brands helping them proactively manage ever-changing cyber threats and business risk. VikingCloud’s Asgard Platform processes billions of security events daily, providing real-time intelligence access to an organization’s cyber risk landscape. Headquartered in Dublin, Ireland, with operations in the United States, India, Poland, the United Kingdom, and South Africa, VikingCloud has clients in more than 100 countries worldwide and employs over 1,000 people globally. This position We are seeking an experienced and dynamic Operations Manager for Quality to oversee the quality assurance operations of our 24/7 process. This role involves managing Quality Analysts, Functional Trainers, Team Leads, and ensuring the highest standards of quality and compliance are met across all operations. Responsibilities  In this role, you will work closely with our team members to perform the following: Team Management: Lead, mentor, and manage a team of Quality Analysts, Functional Trainers, and Team Leads. Ensure they are well-equipped, motivated, and aligned with company goals. Quality Assurance: Develop, implement, and maintain quality assurance protocols and procedures. Ensure all operations meet the highest standards of quality and compliance. Training and Development: Oversee the design, implementation, and effectiveness of training programs. Ensure continuous development and upskilling of the team to meet evolving business needs. Performance Monitoring: Establish performance metrics and monitor the performance of the quality team. Provide regular feedback, conduct performance reviews, and implement improvement plans where necessary. Process Improvement: Identify areas for process improvement and implement changes to enhance efficiency, productivity, and quality. Utilize data and feedback to drive continuous improvement initiatives. Compliance Management: Ensure all operations comply with industry standards, regulations, and company policies. Stay updated with the latest trends and developments in IT security and compliance. Reporting: Prepare and present regular reports on quality performance, training outcomes, and process improvements to senior management. Collaboration: Work closely with other departments, including IT, Operations, and Customer Support, to ensure seamless integration of quality processes and address any quality-related issues promptly. Qualifications  Bachelor’s degree in Business Administration, IT, or a related field. A master’s degree is preferred. Proven experience as an Operations Manager, Quality Manager (At Contact Center/ Customer Service), or similar role in a 24/7 operational environment. Strong understanding of quality assurance principles, methodologies, and tools at Contact Centers. Experience in the IT security, Contact Center and/ or compliance sector is highly desirable. Excellent leadership, communication, and interpersonal skills. Strong analytical and problem-solving abilities. Ability to work in a fast-paced, dynamic environment and manage multiple priorities. Proficiency in using quality management software and tools.  5 to 10 years of experience in operations management or a related area. Familiarity with industry concepts, practices, and procedures.

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