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Sr Manager Quality

Sr Manager Quality

Trigent Software - Professional ServicesBengaluru, Karnataka, India
3 days ago
Job description

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.
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    Manager Quality • Bengaluru, Karnataka, India