Quality Manager

The Quality Manager plays a crucial role in overseeing and improving the quality assurance processes within the organization. Your primary responsibility is to ensure that service delivery consistently meets established standards and client expectations. Additionally, you will drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction. As a strategic thinker, you must possess strong analytical, leadership, and communication skills. Your key responsibilities include: - Developing and implementing a comprehensive quality assurance strategy aligned with organizational goals. - Establishing and maintaining quality standards, policies, and procedures. - Conducting regular assessments of service delivery through call monitoring and performance metrics analysis. - Ensuring compliance with quality standards and identifying areas for improvement. - Utilizing data-driven insights to evaluate and enhance quality performance. - Leading, managing, and mentoring the quality assurance team. - Fostering a culture of continuous improvement and quality excellence. - Conducting performance evaluations and providing constructive feedback. - Providing detailed feedback to teams based on quality assessments. - Preparing and presenting comprehensive reports on quality performance and improvement initiatives. - Communicating quality-related information effectively to stakeholders. - Conducting root cause analyses of quality issues and collaborating with operations teams on corrective actions. - Implementing preventive measures to avoid recurrence of quality issues. - Collaborating with training teams to integrate quality standards into training programs. - Ensuring employees are well-versed in quality assurance processes and best practices. - Identifying and leading process improvement initiatives to enhance service quality and customer satisfaction. - Monitoring process changes for effectiveness and documenting all processes. - Ensuring adherence to industry standards, regulatory requirements, and internal quality policies. - Maintaining up-to-date knowledge of relevant standards and regulations. Qualifications & Skills required for this role include: - 7+ years of quality assurance experience, with at least 2 years in a Quality Manager position. - Strong analytical and problem-solving abilities. - Excellent verbal and written communication skills. - Proficiency in quality management tools and methodologies such as Six Sigma and ISO standards. - Familiarity with operations metrics and performance indicators. - Fluency in Telugu language is mandatory. - Bachelor's or Master's degree in a relevant field. - Experience in BPO, customer service, or call center environments. - Strong leadership capabilities. - Ability to work in a fast-paced environment. - Ability to manage multiple projects effectively.,