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Quality Manager

Quality Manager

Conneqt

10 - 15 years

7 - 11 Lacs

pune

Posted:1 month ago| Platform:

Apply

Skills Required

six sigma quality management process improvement 7qc tools stakeholder management quality improvement continuous improvement

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role: Quality Manager (Domestic Process)

Industry Type: BPM / BPO

Employment Type: Full Time, Permanent

Role Category: Business Process Quality

Education

UG: Any Graduate

Location : Pune

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.
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.

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