Operations Quality Assurance Manager

1 month ago


Pune, Maharashtra, India VikingCloud Full time

About the Role

VikingCloud is seeking an experienced 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.

Key Responsibilities

  • Team Management: Lead, mentor, and manage a team of Quality Analysts, Functional Trainers, and Team Leads to ensure they are well-equipped, motivated, and aligned with company goals.
  • Quality Assurance: Develop, implement, and maintain quality assurance protocols and procedures to ensure all operations meet the highest standards of quality and compliance.
  • Training and Development: Oversee the design, implementation, and effectiveness of training programs to 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, providing regular feedback, conducting performance reviews, and implementing improvement plans where necessary.
  • Process Improvement: Identify areas for process improvement and implement changes to enhance efficiency, productivity, and quality, utilizing data and feedback to drive continuous improvement initiatives.
  • Compliance Management: Ensure all operations comply with industry standards, regulations, and company policies, staying 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.

Requirements

  • 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.

We are an Equal Opportunity Employer.



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