Manager - Quality(BPO)@Genisys

Job Title:

Location:

Mode of work -

Job Type -

DOJ

Job Summary:

ISO 9001 audit readiness

Key Responsibilities:

• Own the end-to-end quality function, ensuring alignment with both internal standards and client-defined metrics.
• Analyze early lifecycle (0–90 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.

Required Skills & Competencies:

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.

Interested candidates share cv to jagadish.r@genisys-group.com / 7339655795