Quality Manager - International BPO

Responsibilities :

• Lead and manage the Quality team for International Voice processes.
• Monitor and evaluate agent performance to ensure adherence to quality standards.
• Conduct audits, provide feedback, and implement quality improvement initiatives.
• Develop and maintain quality frameworks, guidelines, and reporting metrics.
• Collaborate with operations and training teams to address gaps and enhance process efficiency.
• Prepare regular quality reports and present insights to senior management.
• Drive process excellence and maintain compliance with client-specific requirements.

Experience : Proven experience as Deputy Manager or Assistant Manager in Quality for International Voice processes

Qualification : Graduate (Any discipline)

Skills Required

Quality Management, Reporting, Compliance, Crm, Microsoft Office Suite, Data Analysis