Quality Manager

IntouchCX

5 - 8 years

5 - 10 Lacs

hyderabad

Posted:17 hours ago| Platform:

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Skills Required

six sigma green belt quality management international voice international bpo

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

About the Role

The Quality Manager is responsible for improving service quality and customer satisfaction. This role involves managing the QA team, monitoring performance, analyzing quality data, and working closely with internal teams and clients to meet quality targets.

Key Responsibilities

Lead and manage the QA team to ensure good quality delivery
Coach and support team members to improve their performance
Conduct calibration sessions and quality reviews
Create and maintain quality processes, standards, and scorecards
Monitor KPIs such as Quality, CSAT, NPS, AHT, and response times
Analyze quality data and share reports with stakeholders
Identify gaps and work on improvement plans
Ensure process compliance and data security
Handle audits, deep dives, and special quality projects
Use root cause analysis to fix recurring issues

Skills Required

Strong communication skills (verbal and written)
Good knowledge of quality frameworks and QA processes
Strong data analysis and reporting skills
Team handling and leadership experience
Good knowledge of MS Excel, PowerPoint, and Word
Ability to work in a fast-paced environment

Qualifications

Graduate / Postgraduate
Minimum 3 years of experience in a Quality AM role (Customer Support / Tech Support)
Voice process experience is mandatory
Six Sigma Green Belt is an added advantage

If interested, please help me with your cv at anusha.kambapu@intouchcx.com

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