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Senior Manager - Quality

Senior Manager - Quality

Golden Opportunities

10 - 15 years

12 - 17 Lacs

Bengaluru

Posted:1 month ago| Platform:

Apply

Skills Required

Quality Management Quality Management Systems Six Sigma operational excellence Quality Assurance Quality Escalation Management US Voice support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Overview

We are seeking a highly experienced and results-driven Senior Manager Quality to lead our Quality Assurance function within a contact center or BPO environment.
The ideal candidate will bring over 10 years of overall experience with a minimum of 3 years in a managerial capacity.
This role requires deep expertise in Call Quality Management a strong grasp of QA tools and reporting systems
and the ability to drive performance through process improvement initiatives. Candidates with blended experience in Quality Operations and Training will be highly valued.

Key Responsibilities

Lead the Quality Assurance team and oversee call quality initiatives
Design and implement quality frameworks aligned with business goals
Monitor and evaluate QA metrics reports and audit results
Collaborate with Operations and Training teams to address performance gaps
Identify and execute process improvement opportunities using methodologies like Six Sigma
Coach mentor and develop QA staff to meet team and organizational objectives
Ensure compliance with client and internal quality standards
Handle multiple projects and priorities in a fast-paced environment

Skills & Attributes

Proven leadership and team management abilities
Excellent communication and interpersonal skills
Strong analytical and decision-making capabilities
Deep understanding of QA tools dashboards and KPIs
Experience in driving operational excellence through quality initiatives
Bachelors degree (required); certifications in Quality Management or Six Sigma are a plus.

Contact Person: Anusiya

Contact Number: 9840114871

Email ID: Anusiya@gojobs.biz

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