Job
Description
The Quality Manager will lead the design, implementation, and continuous improvement of quality frameworks and initiatives within a high-paced BPO environment. This role is instrumental in ensuring adherence to client expectations, compliance standards, and internal quality benchmarks across all operational touchpoints. A key responsibility includes overseeing and supporting ISO 9001 audit readiness, driving alignment with international quality standards, and managing internal and external audits. The Quality Manager will drive process excellence through data-driven analysis, Six Sigma methodologies, and proactive risk identification. By partnering with cross-functional teams, the manager will foster a culture of quality, accountability, and continuous improvement, ultimately enhancing customer experience, reducing defects, and improving operational efficiency. Own the end-to-end quality function, ensuring alignment with both internal standards and client-defined metrics. Analyze early lifecycle (90 days) agent performance trends and implement targeted quality improvement plans. Work closely with Operations, Training, and Client Services to deliver outcomes as per the defined Statement of Work (SOW). Support the development and execution of structured TNI frameworks, refreshers, and capability-building programs in partnership with the training team. Design and implement robust quality controls to minimize errors, reduce escalations, and mitigate compliance risks. Lead, mentor, and develop a team of Quality Analysts, driving performance accountability and professional growth. Conduct deep-dive investigations into quality gaps using data-driven methods and drive corrective and preventive action plans. Ensure SOPs, quality standards, and knowledge bases are consistently updated to reflect business and client changes. Uphold quality assurance governance on compliance, data security, and regulatory adherence. Track quality training and performance initiatives through feedback loops, scorecards, and post-intervention metrics. Champion a culture of quality-first thinking, continuous improvement, and innovation within the organization. Qualification: Any bachelor's degree Work Experience: 10 to 12 Yrs into Quality Quality Assurance & Compliance Develop and implement quality control processes, metrics, and reporting systems. Monitor and audit calls, chats, and emails for accuracy, process adherence, and customer satisfaction. Ensure compliance with client SLAs and internal SOPs. Strong understanding of ISO 9001:2015 standards and experience in leading ISO/internal/external audits. Proven ability to implement and govern audit controls, risk mitigation strategies, and corrective actions. Deep familiarity with call/chat/email monitoring techniques, scorecards, and quality checklists. Process Excellence Champion Six Sigma, Lean, or similar quality methodologies for process optimization. Drive initiatives to reduce customer complaints and increase First Call Resolution (FCR) and CSAT. Collaborate with process owners to design quality frameworks for new transitions and process migrations. Performance Improvement & Analysis Identify quality gaps and drive root cause analysis (RCA) to reduce errors and improve performance. Implement corrective and preventive actions (CAPA) for consistent process improvements. Develop performance dashboards and scorecards for agents and teams. Reporting & Metrics Publish regular quality reports, trends, and actionable insights to internal and client stakeholders. Track key metrics: Accuracy, CSAT, NPS, AHT, FCR, Quality Scores, etc. Team & Stakeholder Management Lead, train, and motivate a team of quality analysts. Conduct calibration sessions with clients, internal QA teams, and operations. Strong people management skills with experience in leading QA teams in a BPO setting. Capable of managing multiple stakeholders including clients, operations, training, and compliance teams. Communication & Documentation Excellent verbal and written communication skills, with the ability to present to senior leadership and external clients. Skilled in preparing audit documentation, RCA reports, and client-facing decks. Process & Compliance Understanding of compliance, data privacy, and risk governance in BPO operations. Experience in handling internal/external audits related to training and quality. ISO & Audit Management Lead preparation, execution, and closure of ISO 9001, internal, and external audits, including documentation, audit readiness, and corrective action planning. Collaborate with cross-functional teams to ensure continuous compliance with audit standards and regulatory mandates. Serve as the point of contact for client or third-party audits related to quality and compliance.,
