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Facile Services Pvt Ltd logo

Quality Assurance Manager (B2B)

6 years

0 Lacs

Pune Maharashtra India

Posted:3 weeks ago| Platform: Linkedin logo

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Skills Required

qc drive design monitoring communication analyze dmaic analysis efficiency training reports management compliance calibration sigma certification auditing data coaching excel reporting

Work Mode

On-site

Job Type

Full Time

Job Description

Job Overview:

Quality Assurance Manager

Key Responsibilities:

  • Design and implement QA frameworks for monitoring and improving lead generation quality.
  • Conduct

    call audits

    ,

    call monitoring

    , and provide structured feedback to improve communication and conversion quality.
  • Analyze trends and identify recurring issues using

    7 QC tools

    (e.g., Cause & Effect Diagrams, Pareto Charts, Control Charts, etc.).
  • Lead quality improvement initiatives using

    Six Sigma

    tools (DMAIC, Root Cause Analysis, etc.) to enhance operational efficiency and client satisfaction.
  • Collaborate with the operations, training, and client servicing teams to improve campaign outcomes and agent performance.
  • Establish and monitor KPIs and QA scorecards for telecalling teams.
  • Prepare quality reports and dashboards for senior management with actionable insights.
  • Identify gaps in lead quality or compliance and drive initiatives to address them.
  • Conduct calibration sessions with stakeholders to ensure consistent QA standards across teams.

Requirements:

  • Graduate in any discipline; Six Sigma Green Belt or higher certification preferred.
  • Minimum 6-10 years of experience in a QA role, with at least 5+ years in a managerial position within the B2B or lead generation industry.
  • Strong command over

    call auditing and monitoring practices

    in a B2B sales or telemarketing environment.
  • In-depth knowledge of

    7 QC tools

    and proven experience applying them for quality improvement.
  • Strong analytical and problem-solving skills; ability to interpret data and drive change.
  • Excellent communication, coaching, and people management skills.
  • Proficiency in Excel, QA scorecards, and reporting tools.

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