Assistant Quality Manager

4 days ago

Hyderabad, Telangana, India IntouchCX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Summary:

We are seeking a highly motivated and detail-oriented Assistant Manager Quality to join our BPO operations team. The role involves managing quality frameworks, driving continuous improvement initiatives, ensuring compliance with client and organizational standards, and leading a team of quality analysts to deliver excellence in customer experience.

Key Responsibilities:

  • Lead and manage the Quality Assurance (QA) team to ensure adherence to quality standards across processes.
  • Monitor calls, chats, and transactions to evaluate customer interactions against defined quality parameters.
  • Provide actionable insights and feedback to operations teams to improve performance and customer satisfaction.
  • Conduct calibration sessions with internal teams and clients to align on evaluation standards.
  • Drive root cause analysis (RCA) for quality gaps and implement corrective/preventive actions.
  • Develop and maintain quality dashboards, reports, and scorecards for leadership reviews.
  • Train, coach, and mentor Quality Analysts to enhance their evaluation skills and business acumen.
  • Partner with Operations, Training, and Workforce Management to ensure end-to-end process improvement.
  • Ensure compliance with organizational and client SLAs, regulatory requirements, and best practices.
  • Participate in client calls, Monthly/Weekly Business Reviews (MBR/WBR), and contribute to process improvement discussions.

Required Skills & Competencies:

  • Strong knowledge of BPO quality frameworks, audit methodologies, and customer experience metrics (CSAT, NPS, FCR, AHT, etc.).
  • Excellent communication, analytical, and problem-solving skills.
  • Ability to manage multiple priorities and work in a fast-paced environment.
  • Strong stakeholder management and client-facing skills.
  • Proficiency in MS Office (Excel, PowerPoint) and quality reporting tools.
  • Exposure to Six Sigma/Lean methodologies (preferred).

Qualifications & Experience:

  • Graduate in any discipline (Commerce/Science/Engineering preferred).
  • 5–7 years of total BPO experience, with at least 2–3 years in Quality Assurance.
  • Prior experience in managing a team of Quality Analysts is mandatory.
  • Certifications such as Six Sigma Green Belt (preferred but not mandatory).

Key Attributes We Value:

  • Eye for detail and passion for customer experience.
  • Leadership with empathy and accountability.
  • Process-oriented with a continuous improvement mindset.
  • Collaborative team player with adaptability in a global work culture.

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