Quality Assurance Manager

Role Summary:

We are looking for a results-driven and certified Six Sigma Green Belt Manager to lead our Quality Assurance (QA) function in Mohali. This individual will act as the Single Point of Contact (SPOC) for all QA-related operations in India, drive QA best practices, support process improvement initiatives, and ensure alignment with global quality standards.

Key Responsibilities:

• Serve as the primary QA leader and SPOC for the Mohali site, collaborating closely with global QA and operations teams.
• Own the end-to-end QA function: call quality audits, feedback calibration, performance reporting, and compliance assurance.
• Lead QA analysts and specialists and ensure high-quality delivery of insights and actionable feedback.
• Implement and maintain quality monitoring frameworks in alignment with client and internal requirements.
• Drive Six Sigma projects and lead continuous improvement initiatives to reduce defects and improve service delivery.
• Facilitate regular calibration sessions, quality huddles, and agent coaching support with operations teams.
• Analyze audit data and develop QA dashboards, scorecards, and root cause reports.
• Ensure adherence to HIPAA, GDPR, or other relevant regulatory frameworks (if applicable).
• Train and mentor QA team members on quality methodology, tools, and service excellence.

Required Qualifications:

• Bachelor’s degree
• Six Sigma Green Belt certification is mandatory.
• Minimum 10+ years of experience in QA or operations roles within a BPO/contact center environment.
• At least 2+ years in a leadership or managerial capacity.
• Proven experience in quality frameworks, process audits, and performance management.
• Strong command of Excel, QA tools, and reporting platforms (e.g., Tableau, Power BI, or internal QA systems).
• Excellent analytical, communication, and stakeholder management skills.
• Exposure in Data science and Automated QA monitoring is a plus.