Quality Manager BPO

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 a Bachelor's degree in Business Administration, Operations, or a related field, along with 5+ years of experience in a BPO Quality Assurance role, including at least 2 years in a managerial position. Strong knowledge of quality frameworks like Six Sigma, TQM, COPC, excellent analytical and problem-solving skills, proficiency in QA tools and software, exceptional communication and leadership abilities, and experience in handling client audits and compliance checks are essential qualifications. Preferred qualifications include Six Sigma Certification (Green Belt or Black Belt), hands-on experience in process automation and AI-driven QA tools, and experience working with international clients. By joining our team, you will have the opportunity to work with global clients, receive a competitive salary and performance incentives, benefit from career growth opportunities in a fast-paced, dynamic environment, and participate in learning & development programs to enhance your skills. If you are interested in this exciting opportunity, please send your resume to HR.laxmi@filantconsultancy.,