Quality Manager

Responsibilities:

• Ensure delivery of quality KPIs for the aligned campaigns/LoBs

• Monitor day-to-day activities and achievements of the Quality teams

• Provide actionable insights to clients and operations based on audit observations

• Drive and manage improvement initiatives based on RCA or clients requests toward metrics, new processes, or peoples opportunities

• Identify opportunities for improvement and help develop impactful and measurable action plans to address these

• Ensure quality dashboards are published in a timely manner

• Deploy quality strategy for the aligned span

• Ensure adherence to quality processes across the board

• Work with senior quality leadership on functional projects

• Work with Training and Operations to identify training needs

• Manage quality knowledge of aligned teams

• Perform career coaching for the quality team to prepare them for the next level

• Understand customer needs and requirements to develop effective quality control processes

• Collaborate with cross-functional teams on driving quality improvement projects

• Interface with clients for quality reviews, needs, updates, and ideation

• Interface with internal stakeholders for quality reviews. Also, attend the reviews for other functions and ensure alignment of objectives

• Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems

• Manage performance and appraisal of aligned Quality supervisors

Technical skills and qualifications:

• Well-versed with structured problem-solving techniques

• Ability to analyze data and arrive at actionable insights

• Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Google Documents

• BPO background required

• Familiar with the application of quality tools to analyze data

• Statistical aptitude

• Quality certification (e.g., Lean Six Sigma, Total Quality Management, etc.) preferred

• Experience in managing quality control/quality analysis organization or leading cross -functional quality improvement projects and teams

• 5+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, third party vendors. etc.)

• Fluent in spoken and written English

Soft skills:

• Ability to collaborate with cross-functional teams across geographies

• Able to present confidently in meetings

• Logical thinker

• Great people management skills with the ability to drive the team to deliver excellence

• Great conflict management skills

• Highly customer centric and has intuitive understanding of customer/client needs

• Attention to detail

• Good interpersonal skills

• Ability to clearly articulate thoughts