Senior Quality Manager

Shining Stars Institution & travels

2 - 7 years

5 - 12 Lacs

Lucknow

Posted:1 day ago| Platform:

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Skills Required

Quality Management Process Improvement

Work Mode

Work from Office

Job Type

Full Time

Job Description

Now Hiring Senior Quality Manager | Lucknow (Non-Technical, BPO)

Location

Eligibility Criteria:

Minimum
1 year experience as a Senior Quality Manager / Quality Lead
(on paper is mandatory)
BPO experience is a must
(Voice/Chat – Non-Technical)
Should have
managed a Quality team independently
Proven experience in
Process Improvements and driving KPIs
Must have
excellent spoken and written English
Strictly
Non-Technical background
candidates only

Key Responsibilities:

Lead and manage the
Quality Assurance team
for non-technical BPO operations
Monitor and improve
quality metrics like CSAT, QA scores, and compliance
Conduct regular
audit reviews
, identify gaps, and implement action plans
Collaborate with Operations and Training teams to improve agent performance
Drive
process improvements
using quality tools
Coach and mentor Quality Analysts to maintain high performance standards
Prepare and share
weekly/monthly quality dashboards
with leadership
Ensure
adherence to client SLAs
and compliance policies

immediately by contacting us on 8657002723

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