Technotask Business Solutions - Manager - Quality Assurance

Job Overview :

We are seeking an experienced Quality Manager from the BPO industry with 8-10 years of proven expertise in driving quality assurance, process improvement, and compliance within large-scale operations. The ideal candidate will have strong exposure to call center / customer support processes, a solid understanding of quality frameworks, and the ability to lead and mentor quality teams to deliver operational excellence.

Key Responsibilities :

• Lead, manage, and oversee the Quality Assurance (QA) function across multiple BPO processes and client accounts.
• Develop, implement, and monitor quality frameworks, policies, and standards aligned with organizational goals and client requirements.
• Conduct regular quality audits, call monitoring, and transaction checks to ensure compliance with service-level agreements (SLAs) and customer experience benchmarks.
• Identify process gaps, provide actionable insights, and implement continuous improvement initiatives to enhance productivity and service quality.
• Collaborate with operations, training, and client-facing teams to address performance gaps and design improvement action plans.
• Analyze quality reports, prepare dashboards, and present insights to leadership teams and clients.
• Ensure compliance with regulatory and client-specific guidelines while maintaining process integrity.
• Drive root cause analysis and corrective action plans for quality deviations.
• Lead, train, and mentor quality analysts and executives to build a high-performing QA team.
• Introduce best practices in quality monitoring, calibration, and reporting to drive operational excellence.
• Act as a point of escalation for client queries and internal quality-related issues.
• Stay updated on industry standards, tools, and technologies to enhance BPO quality management.

Qualifications and Skills :

Preferred Attributes :

(ref : iimjobs.com)