Quality Assurance Manager- For Gurgaon

Quality Manager for Gurgaon

Exp:

Location :

Work from office (UK Shift)

05 Days Week (One Side Transport)

Preferred Skills Set

Candidate should have prior experience with BPO Operations-Inbound Contact Centre Quality Operations, Transactional Quality, People management and UK insurance operations or supporting UK insurance clients (Insurance, quality, or process improvement certifications Lean, Six Sigma)

Role Summary

The Quality Manager will be responsible for driving quality operations and compliance across process. The role focuses on assuring process adherence, supporting regulatory compliance, and strengthening a qualitydriven delivery culture by working closely with operations, training, and compliance teams.

Key Responsibilities

• Lead QC team of 15-20 members
• Execute Quality Checking and reviews to ensure adherence to defined process and regulatory standards.
• Identify quality risks and gaps and support corrective and preventive action planning.
• Perform Root Cause Analysis and drive improvement in Quality
• Partner with operations and support functions to embed a consistent quality and customeroutcome mindset.
• Provide guidance, coaching, and subjectmatter support to quality and operations teams.
• Meet defined SLAs for Quality Checking team
• Lead and manage the annual performance review and rating process for the team

Required Qualifications / Experience

• 8+ years of Experience in managing Quality Audit or Assurance process in any field
• Experience in applying RCA techniques such as 5 Whys, Fishbone Analysis, and Pareto analysis
• Working knowledge of Quality frameworks.
• Good written and verbal communication skills.
• Previous experience in a teamhandling or lead role.
• Strong analytical skills with experience in reporting or dashboards.

Preferred Qualifications

• Experience in UK insurance operations or supporting UK insurance clients
• Exposure to UK regulatory expectations governed by FCA
• Insurance, quality, or process improvement certifications Lean, Six Sigma

Note