Operations Quality Assurance Manager

3 weeks ago


Pune, Maharashtra, India VikingCloud Full time

Job Summary

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. 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.

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.


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