38 Quality Frameworks Jobs

As a Quality Analysts Supervisor, your role will involve supervising and mentoring the Quality Analysts team to ensure accurate call monitoring and feedback delivery. You will conduct regular audits of inbound and outbound calls, chat, or email interactions to evaluate agent performance. Identifying gaps in communication, compliance, and process adherence will be crucial, as you will need to share actionable insights with operations. Developing and implementing quality frameworks, standard operating procedures (SOPs), and best practices will be part of your responsibilities. Additionally, you will create and analyze quality reports and dashboards to identify trends and areas of improvement. ...

As an Operations Manager in the Voice Process at unifyCX, you will play a crucial role in leading and managing BPO operations to ensure efficient service delivery and client satisfaction. **Key Responsibilities:** - Oversee the end-to-end delivery of voice process operations across multiple teams or projects. - Drive performance against key operational metrics such as AHT, FCR, CSAT, Quality, and SLA adherence. - Manage Team Leaders, Trainers, and Quality Analysts to maintain consistent performance and service levels. - Identify and implement process improvements to enhance productivity and customer experience. - Collaborate with clients to understand expectations, handle escalations, and pr...

Role Overview: You will be responsible for leading the Product Quality function across biotech/pharmatech operations, ensuring that all products meet the highest standards of safety, efficacy, and global regulatory compliance. This role requires a mature leader with 10-15 years of experience, strong technical expertise, and the ability to drive quality initiatives across functions. Key Responsibilities: - Lead and oversee Quality Management Systems (QMS) to ensure compliance with ISO and other global regulatory standards. - Drive Quality Assurance, Quality Control, Product Testing, and Release processes for biotech/pharmatech products. - Foster a culture of quality and continuous improvement...

Role Overview: As a Principal Software Engineer - Data, your role will be to act as a hands-on technical leader and a key communicator with stakeholders as part of the Data Products team. You will directly contribute to designing and developing enterprise-grade data systems while serving as a bridge between engineering teams and business partners. Key Responsibilities: - Drive development efforts by contributing high-quality, scalable, and maintainable code across data pipelines, APIs, and platform components. - Own the communication of project deliverables, timelines, and risks to internal and external stakeholders to ensure alignment at every step. - Understand customer needs and translate...

As an Operations Manager for voice-based BPO operations at unifyCX, you will play a crucial role in leading and managing the operations to ensure efficiency, client satisfaction, and team performance. Your responsibilities will include overseeing process delivery, driving key operational metrics, managing team leaders, trainers, and quality analysts, implementing process improvements, collaborating with clients, ensuring compliance, optimizing capacity utilization, controlling operational costs, and developing team members for future leadership roles. Key Responsibilities: - Oversee end-to-end delivery of voice process operations across multiple teams or projects. - Drive performance against...

Job Description Are You Ready to Make It Happen at Mondel?z International Join our Mission to Lead the Future of Snacking. Make It With Pride. Together with analytics team leaders youwill support our businesswith excellent data models to uncover trends that can drive long-term business results. How you will contribute You will: Execute the business analytics agenda in conjunction with analytics team leaders Work with best-in-class external partners who leverage analytics tools and processes Use models/algorithms to uncover signals/patterns and trends to drive long-term business performance Execute the business analytics agenda using a methodical approach that conveys to stakeholders what bus...

Job Title: Associate Manager Sales Quality Location: Hyderabad (Work from Office) Function: Sales Quality / Business Excellence Working Days: 6 Days (Sunday Off) Role Purpose To lead NxtWave's Sales Quality Assurance function by executing high-impact audit projects, mentoring a team of analysts, and driving excellence through precision, data, and innovation. The role plays a key part in shaping our AI-powered auditing platform, ensuring consistency, accuracy, and continuous improvement in sales execution. About The Role We are looking for a highly skilled and detail-oriented Associate Manager Sales Quality to join our team. This position combines hands-on auditing with leadership responsibil...

In your role as Director, Customer Support Operations, you will lead the customer support operations in India. Your focus will be on the day-to-day management of the support function, implementing processes and systems, and ensuring high-quality service delivery while optimizing operational costs. - Manage the daily operations of customer support and quality assurance teams, including hiring, training, and development - Implement standard operating procedures and quality frameworks for consistent service delivery - Lead the adoption and utilization of support systems and tools, including the omnichannel platform and quality monitoring solutions - Develop and monitor key performance indicator...

Role Overview: You will be joining a leading insurance repository with over 15 years of expertise in the insurance industry, overseeing P&L responsibilities. Your key focus will be on operations involving numerous processes, where your experience in managing sizable teams and organizing operations intricately will be crucial. Your advantage will lie in possessing training in quality frameworks like Six Sigma (Black Belt), TPM Certification, and project management. You will play a pivotal role in managing stakeholders both internally and externally, collaborating effectively with others at a senior leadership level in the insurance sector. Key Responsibilities: - Overseeing P&L responsibiliti...

As a dynamic and seasoned Director of Business Intelligence & Data Warehousing (BI & DWH), you will lead data initiatives with a strategic mindset and hands-on leadership. Your role involves defining delivery excellence, ensuring governance, and mentoring teams to build scalable, high-quality BI, DWH, and data science-enabled solutions that drive business intelligence and analytics to the next level. **Key Responsibilities:** - **End-to-End Delivery** - Own the complete lifecycle of Business Intelligence, DWH, and Data Analytics projects from requirements gathering through development and deployment. - Ensure delivery is on time, within budget, and of the highest quality. - Act as the primar...

Are you ready to shape the future of payments at one of the world's most innovative banks Join us and make a global impact by leading teams that power real-time transactions across markets. This is your opportunity to drive operational excellence, champion automation, and ensure seamless service delivery. Collaborate with talented professionals and influence the evolution of payment solutions. Be part of a team that values creativity, strategic thinking, and continuous improvement. As an Executive Director in Payment Operations - Real Time Payments, you lead our global team in delivering seamless, compliant, and efficient payment solutions. You partner with cross-functional groups to manage ...

We are looking for an experienced Healthcare Subject Matter Expert(SME) to support Contiinex product development bringing US healthcare workflow/process specific knowledge. SME will play a pivotal role in drafting process techniques, defining operational conditions, and ensuring that automation aligns with the real-world workflows of the US healthcare provider and payer contact centers. Ideal candidates are current or former team leaders/Quality auditors from healthcare contact centers, with deep knowledge of all workloads in healthcare operations. Responsibilities: Analyze and document current processes for healthcare provider and payer contact centers, including patient registration, appoi...

JOB PURPOSE: The Center Head is responsible for managing and overseeing call center operations, including staff performance, operational efficiency, and quality assurance. This role involves developing strategies to enhance productivity and customer satisfaction while reducing costs and ensuring the call center meets its targets and objectives. KEY RESPONSIBILITIES: 1.Operational Management: Oversee daily operations of the call center, ensuring efficiency, quality, service, and cost-effective management of resources. 2. Team Leadership: Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setting clear goals, managing performance, and developi...

Role Overview: As a Quality Analyst in the Banking/Fintech Process, your primary responsibility will be to monitor and evaluate customer interactions to ensure compliance with quality standards. You will play a crucial role in implementing and utilizing QC tools to analyze trends, identify gaps, and enhance service quality. Your expertise in CSAT, NPS, PSP, DMAIC, and other quality frameworks will be essential in driving improvements in customer satisfaction and process efficiency. Additionally, providing regular quality feedback, coaching, and training to enhance agent performance, as well as conducting root cause analysis and process audits for continuous improvement, will be part of your ...

Role- Assist-Manager Quality Experience-8+Years Location-Hyderabad Mandatory skills- Quality, Quality consulting, CMMI 3.0, Agile, Metric and analysis, Agile Methodology & CMMI Practices. Project Lifecycle Support Initiation, Execution, Closure. LEAN, Six Sigma, Zero Distance Initiatives. Vulnerability Management Tools Scan Execution & Reporting. SOC Audit Handling & ASAM Ticket Management. Roles and Responsibilitiy, 1. Introduction This JD provides an overview of the Software Quality Advisors role and responsibilities. 1.1 Scope of Software Quality Advisor (SQA) Role The basic objectives of the Software Quality Advisors role are to: Assist project to implement Quality Management System (QMS...

In this role as a Delivery Excellence COE Leader at EY, you will play a crucial part in ensuring the highest levels of quality, efficiency, and predictability in consulting engagements across various service lines. Your responsibilities will include: - **Delivery Review Leadership**: - Own and lead the delivery review process globally, ensuring thorough evaluations and alignment with client expectations. - Conduct regular delivery reviews to assess performance, identify risks, and ensure quality standards are met. - Collaborate with service line leaders to monitor high-risk engagements closely through proactive reviews. - **Optimizing Service Delivery**: - Drive consistent delivery of consul...

Role Overview: As the Head of GCOO Change CCO at HSBC, you will play a critical role in partnering with the Group Chief Operating Office (GCOO) & Asia and Middle East Change Execution and Group Transactions to ensure the delivery of risk-based, strategic outcomes globally. Your leadership within the Global Chief Control Office and Business Risk and Resilience Function will focus on enabling colleagues to deliver safe and secure services to customers, colleagues, and the Bank itself. Key Responsibilities: - Enforce robust risk governance and conduct high-quality reviews of control performance. - Facilitate controls remediation and raise awareness of risks and controls. - Continuously improve ...

As a Data & Analytics (D&A) leader at Mondelz International, your main role will be to build and scale the Global Data-as-a-Service (DaaS) capability. You will be responsible for designing, delivering, and governing global data products, pipelines, and platforms to meet critical business needs across various functions like Supply Chain, R&D, Finance, Marketing, and Sales. **Key Responsibilities:** - **Data Products & Domain Design:** - Define and evolve domain-aligned data products that are reusable, governed, and discoverable. - Translate business priorities into scalable data assets that drive growth, efficiency, and innovation. - Partner with functional and regional teams to align on prio...

About Us At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers. About The Role As a Manager in our Markets Client Account Data Team, you'll play a key role in ensuring the accurate and effective management of client account data across ANZ Markets Systems (CSS, Murex, Core Static, etc). Accurate account data is critical for ensuring a good client experience through the trade lifecycle (booking, ...

Role Overview: As a QA & Testing Lead Engineer at Deutsche Bank, you will define and manage teams, testing strategies, plans, and deliverables related to testing within specific applications and programs on a global basis. You will take a lead role in establishing or executing test specialties, managing the adoption of best practices, and contributing to the improvement of QA & Testing disciplines. Key Responsibilities: - Design and propose solutions for addressing user stories and tasks - Analyze system requirements and design suitable automation/performance test strategies - Create frameworks for automation/performance testing - Own specialist testing activities at a program level - Provid...

As a VP/AVP AV/ADAS Delivery at iMerit, you will be leading the delivery organization supporting autonomous vehicle and ADAS clients. Your role will involve ensuring delivery excellence across a portfolio of enterprise clients by maintaining consistent quality, scalability, and efficiency of operations. Here is a breakdown of your key responsibilities: - **Delivery Leadership & Client Management:** - Own delivery for a portfolio of enterprise clients in AV/ADAS programs. - Drive robust delivery governance including QBRs, client health reviews, RCA/CPA, and CSAT improvement plans. - Establish SLA frameworks and ensure adherence across clusters. - Act as a strategic escalation point and lead i...

You are an experienced and result-oriented Back Office / BPO Operation Manager responsible for overseeing day-to-day operations, managing teams, streamlining processes, and ensuring service excellence. Your role involves handling client deliverables, improving efficiency, maintaining compliance, and driving productivity in a dynamic BPO/back-office environment. Your key responsibilities include leading, managing, and supervising back-office/BPO operations teams to ensure smooth and efficient functioning. You will monitor performance metrics (SLA, TAT, Quality, Productivity) and ensure targets are consistently achieved. Developing and implementing process improvements, overseeing workforce ma...

As an Operations Manager for voice-based BPO operations at unifyCX, your primary responsibility will be to lead and manage the day-to-day process delivery while ensuring client satisfaction and driving operational efficiency. You will oversee multiple teams or projects, manage team performance, and drive performance against key operational metrics such as AHT, FCR, CSAT, Quality, and SLA adherence. Your role will involve strategic planning, team leadership, KPI management, and continuous improvement of operations in alignment with organizational goals. Your key responsibilities will include overseeing end-to-end delivery of voice process operations, managing Team Leaders, Trainers, and Quali...

In your role as the Director, Customer Support Operations at our company, you will be responsible for leading the customer support operations in India. Your primary focus will be on the day-to-day management of the support function, implementing processes and systems, and ensuring high-quality service delivery while optimizing operational costs. The Student Advocacy Team (SAT) is a B2C support organization within our company that aims to provide the best customer care to Chegg customers when our products or services do not meet their expectations. We prioritize quality, transparency, simplicity, and convenience to offer help when and where needed. Your responsibilities will include managing ...

As the Data Architect at our company, you will have a pivotal role in shaping end-to-end digital and data architecture, driving modernization efforts, and enabling best-in-class customer and team member experiences. Your collaboration with our Digital, Technology, and cross-functional business teams, as well as global vendors, will be crucial in delivering scalable, integrated, and future-ready solutions. This role is suited for individuals who excel in complex, multi-market environments and have a strong background in MarTech, microservices architecture, and enterprise-level digital transformation within QSR, Retail, or customer-centric industries. Your key responsibilities will include lea...