Senior Quality Assurance Manager

We're hiring || Senior Manager Quality || Mumbai

Job Specifications :

Develop and implement QA Frameworks, SOP's and evaluation processes

Analyze call / chat / email evaluations, identify trends, and suggest improvements

Ensure Compliance with client specific KPI's and service level agreements

Report Key Quality Metrics - NPS, FCR, QA Scores

Drive RCA for quality deviations and develop corrective action plans

Client & Stakeholder Management (3rd Party Client Management)

Experience with Six Sigma, COPC or Lead Methodologies

Minimum - Green Belt Certified

In a leadership / managerial role for at least 2 years

Strong Knowledge of QA Tools, call center metrics

Proficient in PowerPoint and QA Software

Supports Innovation & Continuous Improvement