Posted:5 hours ago|
Platform:
Work from Office
Full Time
Role & responsibilities: • Lead, guide, and mentor a team of quality analysts to ensure adherence to quality standards and best practices. • Review, monitor, and evaluate quality metrics, audit findings, and team performance reports. • Drive process improvements, standardization, and calibration to maintain consistency in quality checks. • Act as the escalation point for quality-related issues and provide actionable solutions. • Conduct regular team meetings, one-on-ones, and feedback sessions to drive performance and engagement. • Collaborate with cross-functional teams (Operations, Training, Compliance) to align on quality objectives. • Develop and deliver quality improvement initiatives and training sessions. • Ensure compliance with internal policies and external regulations. • Track KPIs, prepare performance dashboards, and report on quality trends to senior management. Preferred candidate profile: : Minimum 3-4 years of proven experience in leading a team within the quality domain (BPO, KPO, or similar environments preferred). • Strong knowledge of quality frameworks (e.g., Six Sigma, ISO, COPC preferred but not mandatory). • Excellent interpersonal, leadership, and conflict resolution skills. • Strong analytical thinking and attention to detail. • Ability to work under pressure and manage multiple priorities effectively. • Proficiency in MS Excel, PowerPoint, and reporting tools. • Bachelor's degree or equivalent qualification (preferred). Should have managed minimum 15-25 team members
Wipro
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