38 Quality Frameworks Jobs - Page 2

As a Quality Manager in our BPO operations, you will play a crucial role in overseeing the quality assurance processes to ensure service excellence, compliance with client standards, and continuous process improvements. Your responsibilities will include developing and implementing quality assurance strategies, monitoring call quality, emails, and chats, identifying areas for process improvement, training and mentoring QA analysts and agents, generating reports on key performance metrics, collaborating with operations and training teams, ensuring adherence to industry standards, and conducting root cause analysis to reduce errors and improve efficiency. To excel in this role, you should have...

As a Quality Analyst Supervisor, your main responsibility will be to lead and guide the Quality Analysts team in order to ensure precise call monitoring and provide constructive feedback. You will be required to conduct regular assessments of both inbound and outbound calls, chat interactions, and email communications to evaluate the performance of agents. By identifying areas of improvement in communication, compliance, and process adherence, you will be expected to communicate actionable insights to the operations team. Developing and implementing quality frameworks, standard operating procedures (SOPs), and best practices will also be a crucial part of your role. Additionally, you will ne...

As an Operations Manager for the voice process at unifyCX, an emerging Global Business Process Outsourcing company, you will play a pivotal role in leading and managing day-to-day operations to ensure client satisfaction and operational efficiency. With a strong focus on strategic planning, team leadership, and continuous improvement, you will drive performance against key operational metrics and collaborate with clients to meet their expectations. Your responsibilities will include overseeing the end-to-end delivery of voice process operations, managing team performance, implementing process improvements, and ensuring compliance with internal policies and data security standards. You will a...

The client, a prominent insurance repository with a decade of experience, operates delivery centers in Chennai, Mumbai, and Hyderabad, as well as insurance service centers in 300 locations nationwide. With over 15 years of experience in the insurance sector, including oversight of P&L, the ideal candidate should hold a Bachelor of Technology (B Tech) or Bachelor of Engineering (B.E) from a recognized university, or an equivalent undergraduate degree. A Master of Business Administration (MBA, preferably in Operations) would be advantageous. The candidate must possess work experience in insurance operations, encompassing various processes involving both living beings and inanimate objects. Str...

As an Operations Manager at unifyCX, you will be responsible for leading and managing voice-based BPO operations. Your primary focus will be on ensuring the efficient delivery of services, driving team performance, and maintaining client satisfaction. This role requires strategic planning, team leadership, and a commitment to continuous improvement aligned with organizational objectives. Your key responsibilities will include overseeing the end-to-end delivery of voice process operations, managing key operational metrics such as AHT, FCR, CSAT, Quality, and SLA adherence, as well as leading Team Leaders, Trainers, and Quality Analysts to ensure consistent performance. You will be expected to...

Job Description Are You Ready to Make It Happen at Mondel?z International Join our Mission to Lead the Future of Snacking. Make It Possible. You will have the opportunity to make an big impact on our business performance as you support the data strategy and lead the development of custom models/algorithms.Working in close partnership with the business leadership team, you will manage the vision and agenda for business analytics in your area of responsibility. How you will contribute You will: Support stakeholders across portfolio using agile ROI/KPI initiatives that will driveimprovements Identify and incubate best-in-class external partners to drive delivery on projects Work on development ...

You are a detail-oriented and performance-driven Quality Analyst with 24 years of experience in a BPO sales process (voice). In this role, you will be responsible for monitoring and evaluating outbound sales calls to ensure adherence to process guidelines, compliance, and quality standards. Providing actionable insights, coaching, and process improvements are essential to enhance customer experience and drive overall sales effectiveness. Your key responsibilities include monitoring and evaluating outbound sales calls for adherence to scripts, compliance, and quality standards. You will identify performance gaps in agent communication and provide timely feedback and coaching. Maintaining QA r...

At EY, you'll have the opportunity to shape a career tailored to your unique qualities, supported by a global network, inclusive culture, and cutting-edge technology. Your distinct voice and perspective are pivotal in driving EY towards continuous improvement. Join us to craft an extraordinary experience for yourself and contribute to building a better working world for all. As a Service Delivery Manager in HR Operations at EY, you will be a key player in overseeing the managed services that revolutionize organizations" operations by assuming responsibility for critical but non-core functions such as HR, finance, tax, risk, and compliance. Through this role, you will play a crucial part in h...

You have been retained by an upcoming fast-growing, well-funded startup to work as a "Project Manager" at their Head Office in Gurugram. This presents an excellent career opportunity to become a part of a rapidly expanding company that collaborates with clients across APAC, EU, and USA. As a Project Manager, your key responsibilities will include driving the full project lifecycle from initiation to closure, ensuring timely delivery within scope and budget. You will be tasked with developing detailed project plans, charters, and schedules by integrating Agile and PMP best practices. Furthermore, you will manage cross-functional teams spanning legal, tech, and business operations, in addition...

You will need 8-10 years of relevant experience in process excellence, particularly in BPO, shared services, or back-office operations. A strong understanding of back-office workflows is essential, with exposure to voice support processes considered a plus. Hands-on experience as an individual contributor in driving Six Sigma or Lean projects, preferably holding a Green Belt or Black Belt certification, is required. Demonstrated experience in identifying operational gaps and delivering measurable improvements is crucial. Excellent communication and presentation skills are necessary to influence stakeholders at various levels and cultivate a culture of continuous improvement and quality. Stro...

You will be required to work onsite, 5 days per week at our Bengaluru office on a long-term freelance basis. As an experienced Software Testing Architect, you will play a crucial role in defining and leading comprehensive test strategies and quality frameworks for complex software product lines. Your responsibilities will include architecting end-to-end testing solutions covering manual and automated testing across various levels such as system, functional, integration, soak, black-box, and load testing. Your main focus will be on driving Test-Driven Development (TDD) adoption, selecting and customizing multiple automation frameworks, and ensuring security adherence through penetration testi...

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. The position of Delivery Excellence COE Leader in GDS Consulting at EY involves working collaboratively with delivery leaders and partners across the organization to ensure that consulting engagements are delivered with the highest levels of quality, efficiency, and predictability. The role focuses on leveraging CMMI-based methodologies and ...

Monitor and evaluate calls, chats, or emails to ensure quality compliance. Provide feedback, support RCA, generate reports, and suggest process improvements for customer satisfaction. Required Candidate profile Graduate with 1–3 yrs QA experience in BPO. Strong in communication, quality metrics, and analysis. Skilled in call audits, feedback, and reporting. Voice and non-voice QA preferred.