High Performing Quality Leader Wanted

3 days ago

Bhopal, Madhya Pradesh, India beBeeQuality Full time ₹ 18,00,000 - ₹ 2,00,00,000
Senior Quality Assurance Manager

We are seeking an experienced Senior Quality Assurance Manager to lead our quality assurance function across multiple business processes and client accounts. The ideal candidate will have strong exposure to 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 business 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 business process quality management.

Requirements and Qualifications:

  • (Master's preferred).
  • 8-10 years of proven experience in Quality Assurance roles within the business process outsourcing (BPO) sector.
  • 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 (preferred but not mandatory).

Preferred Attributes:

  • Exposure to multiple BPO domains (Customer Support, Technical Support, BFSI, Healthcare, etc.).
  • Ability to handle high-pressure environments and deliver within tight timelines.
  • Strong interpersonal skills and a collaborative approach to cross-functional work.

This is an excellent opportunity to take your quality management career to the next level. If you are a motivated and experienced Quality Assurance professional looking for a challenging role, please submit your application.

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