Senior Manager - Quality

Job Description

Role: Lead the Quality team and the primary responsibility will be to monitor the work allocation, attend client calls and SMR, prepare different reports, work closely with Ops to ensure that the process is functioning smoothly Responsibilities: Manages a team of Quality Managers, DMs and AM,s across the account geographies To manage transaction quality performance for a customer service voice and chat process Participates in design of call & email monitoring formats and quality standards Defines Quality Framework, CTQs and implementation of Quality Control Plan To conduct audits as per defined guideline and sampling for transaction monitoring To ensure 100% closure of feedbacks To create and publish regular audit reports with management and clients (daily, weekly, monthly) To identify gaps and plan feedback and refresher sessions with agents to improve Quality of calls & emails To drive process improvement initiatives and GB/TB projects To drive calibration sessions with internal or external customers Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output Maintain overview of daily records, MOMs and Action items Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns Preferred candidate profile Minimum 15 years of relevant work experience in BPO with 2-3 years in current role as Sr. Manager / Manager Quality in a call center or backend environment (Inbound/outbound calls, Emails/Chats) preferably within Telecom industry Strong understanding of quality assurance methodologies, tools, and frameworks. Familiarity with SLA and KPI management in high-volume customer-facing environments. Expertise in data analysis, reporting, and deriving actionable insights.