Quality Assurance Manager (BPO)

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Job Summary

We are seeking a highly skilled and strategic Quality Assurance Manager to lead our quality initiatives in Pune. The ideal candidate will be responsible for building a culture of excellence, driving quality improvements, ensuring adherence to quality standards, and delivering data-driven insights to enhance performance and customer satisfaction.

Key Responsibilities

1. Quality Culture & Strategy

• Build a culture of quality excellence across all functions.
• Define QA strategies and implement best practices to ensure the highest quality standards.

1. Customer & Business Impact

• Identify key areas of customer and business impact and recommend improvement opportunities.
• Provide strategic direction and thought leadership on quality initiatives.

1. Training & Certification

• Lead quality DNA initiatives including training, testing, and certification programs.
• Drive productivity and analytics-based improvement initiatives.

1. Data Analysis & Reporting

• Analyze critical program metrics and present trends through dashboards and reports.
• Offer insights into daily trends, operational anomalies, and progress against goals.

1. Problem Solving & Decision Making

• Champion a data-driven decision-making culture.
• Use structured problem-solving methods to address barriers to performance.

1. Process Excellence & Benchmarking

• Develop mechanisms for effective process deployment.
• Conduct periodic process benchmarking to ensure efficiency and competitiveness.

1. Process Optimization

• Use data analytics to identify trends, bottlenecks, and inefficiencies.
• Prioritize improvement projects based on risk and impact.

1. Metric Monitoring & Insights

• Track and interpret operational metrics.
• Provide real-time insights and long-term strategic recommendations.