Quality Manager
2 days ago
Job Description:
The role of Quality Manager (IC role) is responsible for driving Quality Assurance in a customer-centric BPO environment with a strong focus on cloud services support operations. The position requires proven expertise in quality frameworks, compliance standards, and continuous process improvement.
Responsibilities:
Develop & implement quality assurance plans and audits aligned with industry best practices.
Monitor QA auditors performance and drive customer-centric KPIs.
Conduct quality reviews, identify gaps, and implement corrective actions.
Lead training programs to enhance QA team capabilities.
Ensure precision, consistency, and repeatability in QA outputs.
Collaborate with stakeholders to ensure compliance with COPC / TQM standards.
Provide insights through data-driven analysis to improve efficiency and customer satisfaction.
Stay updated with cloud service industry trends and adopt best practices.
Qualifications:
Bachelor's degree in a related field.
5+ years of BPO Quality Assurance experience.
Certifications/knowledge in COPC, TQM, ISO 9001, Lean Six Sigma.
Strong knowledge of QA tools: RCA, KPI correlation, Pareto, Cause & Effect, Control Charts.
Excellent analytical, problem-solving, and communication skills.
Flexible to work in 1 PM – 4 AM IST (Hybrid work model).
Immediate joiners preferred
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