Quality Manager - International BPO

About The Opportunity

• Design, implement and maintain QA frameworks and scorecards for international voice & non-voice campaigns to meet contractual SLAs and CSAT targets.
• Lead end-to-end quality assurance activities: call monitoring, calibration, speech analytics review, and desk-side coaching to lift agent performance and reduce repeat calls.
• Drive root-cause analysis, corrective action plans, and process improvements using data (SLA trends, quality scores, NPS/CSAT feedback) to improve first contact resolution and compliance rates.
• Manage calibration sessions and align stakeholders (operations, training, client) on quality standards and updates to scorecards and policies.
• Develop and deliver targeted coaching and training modules using LMS insights to close skill gaps and sustain performance gains.
• Prepare regular quality dashboards and executive reports; present findings and recommendations to client and internal leadership.
  

Skills & Qualifications

• Proven experience managing quality in international BPO/contact centre environments.
• Hands-on experience with call monitoring and speech analytics platforms (e.g., NICE, Verint, CXone).
• Experience designing QA scorecards, calibration frameworks, and process improvement plans.
• Strong data-driven approach: ability to analyse quality metrics and translate into operational actions.
• Practical knowledge of Quality Management Systems and compliance for contact centres.
• Willingness to work on-site in India and manage cross-functional stakeholders.
  

Preferred

• Certifications: Six Sigma (Green/Black Belt) or ISO 9001 Lead Auditor.
• Experience with LMS and Workforce Management integration for coaching and performance tracking.
• Prior exposure to multilingual/international client programs and regulatory compliance requirements.
  

• Structured career path within quality/operations and opportunities to lead multi-country programs.
• Collaborative, metrics-driven culture with strong focus on coaching and employee development.
• Competitive onsite compensation, performance-linked incentives, and training support for certifications.