Senior Manager – Quality (BPO Operations) – Bangalore - GO/JC/139/2025

Job Description

Job Title: Senior Manager – Quality (BPO Operations) – Bangalore Notice Period: Immediate to 30 Days Job Description: We are looking to hire a highly experienced and results-oriented senior manager to lead our quality assurance team in BPO operations. The ideal candidate will have strong expertise in call quality and proven experience in driving continuous improvement initiatives in voice and non-voice environments. Candidates with a blend of Quality and Operations exposure will also be considered. Key Responsibilities: • Lead the Quality Assurance function and ensure quality metrics are consistently met across all processes • Monitor and improve call quality, compliance, and customer satisfaction across teams • Conduct regular audits and provide actionable feedback to improve agent performance • Drive continuous process improvement and standardisation initiatives • Collaborate closely with Operations, Training, and Client Services to maintain service excellence • Analyse quality data and generate performance reports for leadership review • Mentor and develop quality managers and team leads Requirements: • Minimum 10 years of total BPO experience, with 3+ years as a tenured Manager or currently at Sr. Manager level • Strong experience in Call Quality, Quality audits, compliance, and performance coaching • Excellent analytical and reporting skills • Strong communication and stakeholder management capabilities Interested candidates may apply directly on LinkedIn or send their updated resume to: sathishkumar@gojobs.biz WhatsApp: 9360827389 Show more Show less