Quality Assurance Manager Lead

11 hours ago

Bhopal, Madhya Pradesh, India beBeeQuality Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Overview:

We are seeking an experienced Quality Assurance professional to lead our QA function across multiple processes and client accounts.

The ideal candidate will have strong exposure to call center/customer support processes, a solid understanding of quality frameworks, and the ability to lead and mentor quality teams to deliver operational excellence.

Key Responsibilities:

  • Lead, manage, and oversee the Quality Assurance (QA) function across multiple BPO processes and client accounts.
  • Develop, implement, and monitor quality frameworks, policies, and standards aligned with organizational goals and client requirements.
  • Conduct regular quality audits, call monitoring, and transaction checks to ensure compliance with service-level agreements (SLAs) and customer experience benchmarks.
  • Identify process gaps, provide actionable insights, and implement continuous improvement initiatives to enhance productivity and service quality.
  • Collaborate with operations, training, and client-facing teams to address performance gaps and design improvement action plans.
  • Analyze quality reports, prepare dashboards, and present insights to leadership teams and clients.
  • Ensure compliance with regulatory and client-specific guidelines while maintaining process integrity.
  • Drive root cause analysis and corrective action plans for quality deviations.
  • Lead, train, and mentor quality analysts and executives to build a high-performing QA team.
  • Introduce best practices in quality monitoring, calibration, and reporting to drive operational excellence.
  • Act as a point of escalation for client queries and internal quality-related issues.
  • Stay updated on industry standards, tools, and technologies to enhance BPO quality management.

Required Skills and Qualifications:

  • A Master's degree is preferred.
  • 8-10 years of proven experience in Quality Assurance roles within the BPO sector (voice/non-voice).
  • Strong knowledge of QA frameworks, compliance, and quality methodologies (Six Sigma, COPC, ISO standards preferred).
  • Hands-on experience with call monitoring tools, CRM systems, and QA dashboards.
  • Exceptional analytical and problem-solving skills with a data-driven mindset.
  • Excellent communication, presentation, and stakeholder management skills.
  • Strong leadership ability with experience managing and developing QA teams.
  • Proven track record of driving process improvements and achieving client satisfaction.
  • Certification in Six Sigma/Lean is preferred but not mandatory.

Benefits:

  • This role offers opportunities for career growth and development.
  • You will be working with a dynamic team to drive operational excellence.
  • You will have the opportunity to make a significant impact on the organization.

Others:

  • Please submit your application with a cover letter and resume.
  • We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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