We are seeking a detail-oriented Quality Manager to oversee process excellence, client engagement, and operational performance. This role is responsible for implementing and maintaining quality frameworks, identifying improvement opportunities, conducting audits, and driving process controls to ensure consistent and high-quality service delivery.
Key Responsibilities
- Manage overall team performance through scorecard discussions, coaching, mentoring, accountability sessions, and performance incentive alignment.
- Ensure adherence to the Quality framework for existing operations and new ramp-ups while strengthening internal process controls.
- Conduct transaction audits, monitor process performance, identify QMS gaps, and manage Corrective Action Requests (CARs) through closure.
- Serve as the primary escalation point for clients and stakeholders, facilitate weekly client calls, and drive alignment on process updates and improvements.
- Prepare and present QA, VOC, SLA, and performance reports for clients and internal stakeholders on a regular and ad hoc basis.
- Collaborate with Training and Operations on certifications, error trend analysis, QA initiatives, and lead continuous improvement projects to enhance overall performance.
Qualifications & Skills
- Strong analytical and reporting skills, with the ability to interpret data, identify trends, and generate detailed, actionable reports.
- Excellent communication and coaching skills, capable of effectively training, mentoring, and developing team members.
- In-depth knowledge of QA processes, including call calibration, quality assessments, and performance evaluation methodologies.
- Bachelor's degree in Business Administration, Operations Management, or a related field preferred.
- Prior experience in a Quality Management or Process Excellence role within a BPO or similar environment is an advantage.
