Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Jobs

Interviews

Home
>
Jobs in hyderabad
>
IntouchCX
>
Assistant Quality Manager

Assistant Quality Manager

IntouchCX

4 - 7 years

6 - 9 Lacs

hyderabad

Posted:1 day ago| Platform:

Apply

Skills Required

quality audit call audit call monitoring qc tools call calibration

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

Assistant Manager Quality

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.

More Jobs at IntouchCX

Customer Support Representative

Hyderabad

1 - 4 yrs

INR 2 - 4 Lacs

Hiring For International Chat Support - Only Immediate joiners

Hyderabad

1 - 4 yrs

INR 2 - 4 Lacs

Customer Service | Gaming Support| Non Voice

Bengaluru, Karnataka

Experience: Not specified

INR 2 - 4 Lacs

Customer Care Executive

Hyderabad

Experience: Not specified

INR 2 - 4 Lacs

Openings For International Chat Support

Hyderabad

1 - 4 yrs

INR 0 - 3 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.