Quality Manager - Operations
On-siteUdaipur Udaipur, Rajasthan, India
Job Summary
Develop and implement quality assurance strategies, processes, and standards across business operations. Monitor and evaluate customer interactions through call audits, transaction reviews, and process assessments. Lead, mentor, and develop Quality Analysts and Team Leads while setting performance goals and monitoring team productivity. Track key metrics including Quality Scores, CSAT, NPS, and Error Rates to prepare daily, weekly, and monthly performance reports. Identify root causes of quality issues using data analysis and drive Corrective and Preventive Action (CAPA) initiatives. Collaborate with Operations, Training, and Workforce Management teams to improve performance and ensure adherence to client requirements and regulatory compliance standards.
Required Qualifications
- 8–12 years of experience in BPO/Customer Service Operations
- Minimum 3–5 years of experience managing Quality teams
- Experience handling domestic and/or international processes
Desired Qualifications
- Strong exposure to Voice, Non-Voice, Chat, and Email support operations
- Strong analytical and problem-solving abilities
- Excellent communication and presentation skills
- Expertise in quality management frameworks and performance metrics
- Working knowledge of Lean, Six Sigma, COPC, or other quality improvement methodologies
- Proficiency in MS Excel, PowerPoint, and reporting/dashboard tools
- Ability to manage multiple stakeholders in a fast-paced operational environment
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