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Home
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Jobs in kolkata
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CogentHubCX.AI
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Quality Manager

Quality Manager

8 - 13 years

|

10 - 12 Lacs

Posted:23 hours ago| Platform:

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Skills Required

quality audit quality management quality procedures quality system management qc tools 7qc quality standards quality monitoring quality inspection quality improvement quality analysis quality check quality compliance quality tools six sigma quality quality control

Work Mode

Work from Office

Job Type

Full Time

Job Description

Location

Job Summary:

Quality Manager

Key Responsibilities

Lead the Quality Assurance (QA) team across telecom processes (Inbound, Outbound, Voice/Non-Voice).
Define, implement, and monitor quality frameworks, SOPs, and audit mechanisms.
Conduct regular audits (calls, chats, emails) and provide actionable insights.
Collaborate with Operations and Training to identify gaps and drive improvement plans.
Prepare and present quality dashboards, RCA reports, and performance metrics to stakeholders.
Handle internal and client calibrations to ensure alignment in quality scoring.
Monitor compliance with process guidelines, regulatory standards, and client expectations.
Drive initiatives such as Six Sigma/Lean (if applicable) to enhance efficiency.
Mentor and manage a team of QA Leads/Analysts, ensuring consistent performance and upskilling.
Work closely with Training and Ops to support new launches, process transitions, and policy updates.

Key Requirements

Experience
: 8 years in Quality Assurance in a BPO environment, with at least 2 years in a managerial role (preferably in Telecom domain).
Education
: Graduate in any discipline
Skills
:

Deep knowledge of quality tools, audit methodologies, and RCA frameworks.
Strong communication, coaching, and stakeholder management skills.
Proficiency in MS Excel, PowerPoint, and QA dashboards.
Familiarity with telecom products, billing, tech support, or customer care processes.
Hands-on experience in calibration, compliance, and QA automation tools.

faraz.anwar@cogenthubcx.ai

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