Senior Quality Manager

As a Senior Manager Quality in Indore, your role will involve developing and implementing QA Frameworks, SOP's, and evaluation processes. You will be responsible for analyzing call/chat/email evaluations, identifying trends, and suggesting improvements. Ensuring compliance with client-specific KPI's and service level agreements will be a key aspect of your responsibilities. You will also be expected to report on key quality metrics such as NPS, FCR, and QA Scores. Key Responsibilities: - Drive RCA for quality deviations and develop corrective action plans - Manage client and stakeholder relationships, including 3rd party clients - Utilize experience with Six Sigma, COPC, or Lead Methodologies - Minimum requirement of Green Belt Certification - Have been in a leadership/managerial role for at least 2 years - Possess strong knowledge of QA tools and call center metrics - Proficiency in PowerPoint and QA Software - Support innovation and continuous improvement initiatives Qualifications Required: - Green Belt Certification - Minimum 2 years of experience in a leadership/managerial role - Strong knowledge of QA tools and call center metrics - Proficiency in PowerPoint and QA Software In addition to the above responsibilities and qualifications, the company values individuals who support innovation and continuous improvement efforts.,