Quality Manager

he Quality Manager for the International BPO division is responsible for overseeing the quality assurance processes and ensuring that all customer interactions meet the highest standards of excellence. This role involves developing quality management strategies, monitoring performance metrics, and leading continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Key Responsibilities:

• Quality Assurance Strategy:

  Develop and implement a comprehensive quality management strategy tailored to the International BPO division, ensuring alignment with organizational goals and customer expectations.

• Performance Monitoring:

  Establish and monitor key performance indicators (KPIs) and quality metrics. Conduct regular audits and assessments to ensure adherence to quality standards.

• Process Improvement:

  Identify and implement process improvement initiatives to enhance the quality and efficiency of customer interactions and operational procedures.

• Training and Development:

  Design and deliver training programs to ensure that team members are well-versed in quality standards and equipped to deliver exceptional service.

• Customer Feedback Management:

  Collect, analyze, and act on customer feedback to identify trends, issues, and opportunities for improvement. Develop and execute action plans to address any areas of concern.

• Reporting and Documentation:

  Prepare detailed reports on quality performance, including key findings and recommendations. Maintain accurate and comprehensive documentation of quality activities and initiatives.

• Collaboration:

  Work closely with other departments, including Operations, Customer Service, and Training, to ensure a cohesive approach to quality management.

• Technology Utilization:

  Utilize quality management tools and software to enhance monitoring, reporting, and continuous improvement efforts.

• Skills:

• Strong knowledge of quality management principles and best practices.
• Excellent analytical and problem-solving abilities.
• Proficiency in quality management tools and software.
• Strong communication and interpersonal skills.
• Ability to lead and motivate a team.
• Strong organizational and project management skills.
• Ability to work collaboratively with cross-functional teams.

Personal Attributes:

• Detail-oriented and highly organized.
• Proactive and able to take initiative.
• Strong ethical standards and integrity.
• Ability to work in a fast-paced and dynamic environment.