Quality Manager

2 days ago

Bengaluru, Karnataka, India MINDTEL GLOBAL Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Quality Assurance Manager (International BPO)

About The Opportunity
A leader in the international BPO and customer experience outsourcing sector, operating voice and non-voice contact centre services for global clients across CX, technical support, and back-office functions. We deliver SLA-driven programs focused on quality, compliance, and continuous improvement to multi-geography accounts.

Role & Responsibilities

  • Design, implement and maintain QA frameworks and scorecards for international voice & non-voice campaigns to meet contractual SLAs and CSAT targets.
  • Lead end-to-end quality assurance activities: call monitoring, calibration, speech analytics review, and desk-side coaching to lift agent performance and reduce repeat calls.
  • Drive root-cause analysis, corrective action plans, and process improvements using data (SLA trends, quality scores, NPS/CSAT feedback) to improve first contact resolution and compliance rates.
  • Manage calibration sessions and align stakeholders (operations, training, client) on quality standards and updates to scorecards and policies.
  • Develop and deliver targeted coaching and training modules using LMS insights to close skill gaps and sustain performance gains.
  • Prepare regular quality dashboards and executive reports; present findings and recommendations to client and internal leadership.

Skills & Qualifications
Must-Have

  • Proven experience managing quality in international BPO/contact centre environments.
  • Hands-on experience with call monitoring and speech analytics platforms (e.g., NICE, Verint, CXone).
  • Experience designing QA scorecards, calibration frameworks, and process improvement plans.
  • Strong data-driven approach: ability to analyse quality metrics and translate into operational actions.
  • Practical knowledge of Quality Management Systems and compliance for contact centres.
  • Willingness to work on-site in India and manage cross-functional stakeholders.

Preferred

  • Certifications: Six Sigma (Green/Black Belt) or ISO 9001 Lead Auditor.
  • Experience with LMS and Workforce Management integration for coaching and performance tracking.
  • Prior exposure to multilingual/international client programs and regulatory compliance requirements.

Benefits & Culture Highlights

  • Structured career path within quality/operations and opportunities to lead multi-country programs.
  • Collaborative, metrics-driven culture with strong focus on coaching and employee development.
  • Competitive onsite compensation, performance-linked incentives, and training support for certifications.

Location: India (On-site). This role is ideal for a results-oriented Quality Assurance Manager who thrives in fast-paced international BPO settings and is passionate about elevating customer experience through data-led quality programs.

Skills: speech analytics,compliance,six sigma,quality assurance,international bpo,root cause analysis,bpo

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