Job Title : Manager – Quality (International Voice Process)
Location : Bangalore, India
Experience Required : 12+ years (80% in International Voice Process)
CTC : Up to ₹18 LPA
Transport : Two-way cab facility provided
Work Type : Full-time, On-site
Job Summary :
We are looking for an experienced Manager – Quality to lead our Quality Assurance function for international voice-based BPO operations. The ideal candidate will have a progressive background in QA, starting from a Quality Analyst role and growing through Quality Lead and Assistant Manager Quality positions, ultimately leading a team as a Quality Manager.
You will be responsible for driving quality initiatives, ensuring compliance with client SLAs, enhancing customer experience through effective process audits, and coaching team members.
Key Responsibilities :
- Quality Governance :
- Develop, implement, and maintain quality assurance policies and procedures.
- Lead Quality Assurance programs across multiple international voice processes.
- Collaborate with stakeholders to define quality standards and drive adherence.
- Team Leadership :
- Manage a team of QAs, Quality Leads, and AM – Quality.
- Provide guidance, mentoring, and development plans to improve team performance.
- Monitor team KPIs and drive continuous improvement.
- Process Improvement :
- Analyze trends and provide insights to Operations and Training for process improvements.
- Use quality monitoring data management systems to compile and track performance at team and individual levels.
- Recommend and implement corrective actions as required.
- Client & Stakeholder Management :
- Liaise with clients for performance reviews and quality updates.
- Present quality metrics, root cause analysis, and improvement plans in client calls / reviews.
- Audit & Compliance :
- Conduct internal audits to ensure adherence to processes and compliance requirements.
- Drive compliance to client and regulatory standards.
- Reporting :
- Prepare and publish regular quality reports with insights and action items.
- Track quality metrics such as CSAT, NPS, FCR, AHT, etc.
Requirements : Experience :
Minimum 12 years of experience in BPO industry.At least 80% of experience in international voice process (mandatory).Career progression must include roles from QA → Quality Lead → AM Quality → Manager Quality.Skills :
Strong understanding of Quality tools and methodologies (e.g., Six Sigma, COPC, RCA).Hands-on experience in Quality Monitoring tools and data analysis.Excellent communication and interpersonal skills.Leadership, stakeholder management, and team development abilities.Education :
Bachelor's degree is a must.Certifications like Six Sigma (Green / Black Belt), COPC, or equivalent are preferred.Preferred Attributes :
Exposure to BFSI, Tech Support, or Telecom domains in voice process.Ability to handle large teams and multiple client accounts.Process automation or digitization experience is a plus.