Sr Manager Quality

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 :

Skills :

Education :

Preferred Attributes :