Senior Manager
11 hours ago
Job Title: Senior Manager – Quality
Industry: BPO / ITES
Experience Required: 12 Years Total (Minimum 2 Years as Senior Manager – Quality)
Job Summary:
We are seeking a highly experienced and result-oriented Senior Manager – Quality to lead the Quality function for our BPO operations. The ideal candidate should have a strong background in quality assurance, compliance, and continuous improvement within the BPO/ITES industry, with 12+ years of total experience and a minimum of 2 years in a senior quality management role. This role will be responsible for driving process excellence, ensuring high service standards, and managing quality frameworks across multiple BPO processes.
Key Responsibilities:
- Lead the overall Quality Assurance function across voice, non-voice, and back-office BPO processes.
- Design and implement robust quality frameworks aligned with client SLAs and industry best practices.
- Manage a team of Quality Managers, QA Leads, and Quality Analysts.
- Monitor and report on quality metrics, trends, and performance improvement areas.
- Collaborate with operations, training, and client teams to drive corrective actions and preventive measures.
- Conduct quality audits, root cause analysis, and identify continuous improvement opportunities.
- Ensure adherence to compliance standards and regulatory requirements (e.g., ISO, COPC).
- Lead client quality reviews, governance calls, and audits.
- Develop and implement Six Sigma or Lean-based quality improvement initiatives (if applicable).
- Provide coaching and mentoring to team members for skill development and performance enhancement.
Job Types: Full-time, Permanent
Pay: ₹800, ₹1,500,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Schedule:
- Day shift
Work Location: In person
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