Senior Manager - Quality

Job Title: Senior Manager – Quality

Industry: BPO / ITES
Experience Required: 12 Years Total (Minimum 2 Years as Senior Manager – Quality)

Job Summary:

We are seeking a highly experienced and result-oriented Senior Manager – Quality to lead the Quality function for our BPO operations. The ideal candidate should have a strong background in quality assurance, compliance, and continuous improvement within the BPO/ITES industry, with 12+ years of total experience and a minimum of 2 years in a senior quality management role. This role will be responsible for driving process excellence, ensuring high service standards, and managing quality frameworks across multiple BPO processes.

Key Responsibilities:

• Lead the overall Quality Assurance function across voice, non-voice, and back-office BPO processes.
• Design and implement robust quality frameworks aligned with client SLAs and industry best practices.
• Manage a team of Quality Managers, QA Leads, and Quality Analysts.
• Monitor and report on quality metrics, trends, and performance improvement areas.
• Collaborate with operations, training, and client teams to drive corrective actions and preventive measures.
• Conduct quality audits, root cause analysis, and identify continuous improvement opportunities.
• Ensure adherence to compliance standards and regulatory requirements (e.g., ISO, COPC).
• Lead client quality reviews, governance calls, and audits.
• Develop and implement Six Sigma or Lean-based quality improvement initiatives (if applicable).
• Provide coaching and mentoring to team members for skill development and performance enhancement.

Job Types: Full-time, Permanent

Pay: ₹800,000.00 - ₹1,500,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift

Work Location: In person