Quality Manager

20 hours ago

Gurgaon, Haryana, India hrta planning network Full time ₹ 3,50,000 - ₹ 5,50,000 per year

MANAGER - QUALITY (Call Centre) - Female

Frankfinn

4-7 years

Gurugram

Job Description

The Quality Manager is responsible for monitoring, evaluating, and improving the quality of customer interactions across the call centre. The role ensures that agents deliver excellent customer service, comply with company policies, and meet regulatory and performance standards.

Key Responsibilities:

  • Develop, implement, and maintain a Quality Assurance (QA) framework for the call centre.
  • Monitor inbound and outbound calls, chats, and emails to ensure service quality, compliance, and adherence to scripts/processes.
  • Conduct regular audits and provide actionable feedback to agents and team leaders.
  • Collaborate with training teams to design coaching and development programs based on quality findings.
  • Analyze quality performance trends and prepare reports for senior management.
  • Ensure compliance with industry regulations, company policies, and customer data protection standards.
  • Work closely with operations to address performance gaps and improve first-call resolution and customer satisfaction scores (CSAT/NPS).
  • Identify opportunities for process improvement and automation to reduce errors and enhance efficiency.
  • Develop quality metrics and KPIs, and track progress towards targets.
  • Manage and mentor a team of Quality Analysts / Quality Coaches.

Key Skills & Competencies:

  • Strong knowledge of quality monitoring tools and methodologies in a call centre environment.
  • Excellent communication, coaching, and interpersonal skills.
  • Analytical mindset with ability to interpret data and drive insights.
  • Attention to detail and ability to identify root causes of performance issues.
  • Strong organizational and leadership abilities.
  • Proficiency in MS Office, CRM systems, and call monitoring tools.

Education

UG: Any Graduate

Job Types: Full-time, Permanent

Pay: ₹35, ₹55,000.00 per month

Ability to commute/relocate:

  • Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • How many years of experience do you have in Quality Manager (BPO)?

Experience:

  • Quality Manager: 4 years (Required)

Location:

  • Gurugram, Haryana (Required)

Work Location: In person

  • Quality Manager

    21 hours ago

    Gurgaon, Haryana, India INSULATION AND ELECTRICAL PRODUCTS PVT LTD Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Company DescriptionINSULATION AND ELECTRICAL PRODUCTS PVT LTD is located in New Delhi, India.Role DescriptionThis is a full-time Quality Manager role located on-site in Gurugram. The Quality Manager will be responsible for overseeing all aspects of quality control and assurance, implementing quality standards, conducting quality audits, and ensuring...

  • Quality Manager

    2 days ago

    Gurgaon, Haryana, India Ensto Full time

    Are you ready to light up the world with your work and spark a brighter future through electricityCome join Ensto family as our new Quality Manager Ensto is an international growth-oriented family business and technology company that creates smart solutions for electricity distribution networks For 65 years we have been dedicated to electricity with a...

  • Quality Manager

    21 hours ago

    Gurgaon, Haryana, India Jobixo Full time US$ 90,000 - US$ 1,20,000 per year

    Key Responsibilities:Conduct thorough post-completion inspections of commercial interior design sites.Verify that all finishes, fixtures, materials, and workmanship conform to design specifications, drawings, and quality standards.Identify and document snag lists (deficiencies/punch points) and ensure timely rectification by project teams.Work closely with...

  • Quality Manager

    21 hours ago

    Gurgaon, Haryana, India EDGE Executive Search Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    As an Engineering Automation Test Manager of Information Technology, you will be responsible for day-to-day supervision and direction of QE Engineer related roles across multiple cross-functional areas. You will directly supervise the Quality engineering professionals.In this role you will have the accountability of leading Quality efforts on multiple...

  • Manager - It Quality

    4 weeks ago

    Gurgaon, Haryana, India United Airlines Full time

    - External United s Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation Our team designs develops and maintains massively scaling technology solutions brought to life with innovative architectures data analytics and digital solutions ...

  • Quality Management System

    21 hours ago

    Gurgaon, Haryana, India Enhance IQ Training & Consulting Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionEnhance IQ Training & Consulting delivers tailored ISO Certification and consultancy management system solutions designed to turn compliance into a competitive advantage. Our specialized approach focuses on creating comprehensive systems that not only meet regulatory requirements but also promote overall business excellence. We are...

  • Process Quality Manager

    56 minutes ago

    Gurgaon, Haryana, India Subros Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionSubros Limited, founded in 1985, is the leading manufacturer of thermal products for automotive applications in India, in technical collaboration with Denso Corporation. Subros manufactures and integrates compressors, condensers, heat exchangers, and all connecting elements required to complete AC loops. The company caters to all segments...

  • Quality Assurance Manager

    5 days ago

    Gurgaon, Haryana, India beBeeQuality Full time ₹ 7,00,000

    Job Summary:We are seeking an experienced Quality Assurance Lead to oversee daily quality control operations and ensure adherence to established quality standards.The ideal candidate will have a strong background in quality management, excellent leadership skills, and the ability to motivate and manage a team to achieve exceptional results.Key...

  • Automotive Quality Manager

    1 day ago

    Gurgaon, Haryana, India beBeeQuality Full time ₹ 1,80,00,000 - ₹ 2,00,00,000

    Job Title: Quality Management LeaderWe are seeking an experienced Quality Management Leader to drive quality excellence across our global operations.About Our OrganizationWe are a leading automotive component supplier with multiple plants across India and dedicated R&D Centres. We pride ourselves on delivering high-quality products that meet the evolving...

  • Quality Manager, VP

    7 days ago

    Gurgaon, Haryana, India RBS Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    Join us as a Quality ManagerWe'll look to you to provide direction and leadership on all quality matters across the platform or domain including adoption and compliance with the bank's standards and policiesThis is an opportunity to act as a key contributor in making sure that work packages transition seamlessly from development into live environmentsHone...