Job Title: Quality Manager (B2C Technical Support | Voice & Chat)
Location: Mangalore
Shifts: Rotational Shift including night shifts
Employment Type: Full-Time
What Will You Do?
The Quality Manager is responsible for overseeing the implementation and management of quality assurance standards across BPO operations. This role ensures that all processes align with client expectations, internal KPIs, and industry best practices. The Quality Manager leads a team of QA analysts, facilitates audits, drives process improvements, and collaborates with operations to enhance overall performance and customer satisfaction.
In this role, you will:
- Develop, implement, and continuously improve the Quality Assurance (QA) framework across BPO programs.
- Lead and manage a team of Quality Analysts and Trainers (if applicable).
- Monitor performance metrics, identify quality trends, and provide actionable insights to operations teams.
- Ensure compliance with client SLAs, contractual obligations, and internal quality benchmarks.
- Conduct root cause analysis and recommend corrective actions for process or performance gaps.
- Organize and lead calibration sessions with internal teams and clients.
- Create and maintain QA scorecards, SOPs, audit forms, and reporting dashboards.
- Collaborate with Training, Operations, and Client Services teams to ensure alignment and knowledge transfer.
- Participate in client meetings and business reviews to present quality trends and improvement initiatives.
- Drive a culture of continuous improvement, customer satisfaction, and operational excellence.
Who Are You:
To be considered, candidates are expected to have the following:
Required Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field.
- 5+ years of experience in Quality Assurance or Operations within a BPO environment, with at least 2 years in a leadership or managerial capacity.
- Strong knowledge of quality assurance methodologies, tools, and frameworks (e.g., COPC, Six Sigma, Lean, etc.).
- Proven experience in managing and mentoring a team of Quality Analysts or QA Leads.
- Demonstrated ability to analyze performance metrics, identify trends, and drive process improvements.
- Proficient in QA monitoring tools and systems (e.g., NICE, Verint, Calabrio) and MS Office Suite, especially Excel and PowerPoint.
- Excellent verbal and written communication skills, with the ability to interact effectively with internal stakeholders and external clients.
- Strong problem-solving, decision-making, and root cause analysis skills.
- Experience in handling both voice and non-voice processes is preferred.
- Willingness to work in a flexible schedule, including night shifts or weekends, depending on business requirements.
- Client-facing experience is a strong advantage.
Preferred Qualifications:
- Certification in Six Sigma (Green Belt or Black Belt) or COPC quality management standards.
- Experience working with international clients (e.g., US, UK, Australia) and managing multicultural teams.
- Familiarity with advanced QA and monitoring tools such as NICE, Verint, Calabrio, or similar platforms.
- Strong background in process improvement methodologies like Lean or Kaizen.
- Experience in data analytics and using BI tools for reporting and quality insights.
- Prior exposure to compliance and regulatory requirements relevant to specific industries (e.g., healthcare, finance, telecom).
- Excellent skills in stakeholder management and cross-functional collaboration.
- Ability to design and deliver training programs related to quality and customer experience.
