Quality Manager
Core
Leading quality assurance programs and customer experience strategy for client accounts, ensuring compliance and operational excellence.
Role type
Senior IC Quality Manager (BPO/Contact Centre)
Builds
Quality assurance frameworks, performance reports, and continuous improvement initiatives for client accounts
Domain
Business Process Outsourcing (BPO) / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
Quality governance, team leadership, root cause analysis, stakeholder management, data-driven reporting, process improvement, compliance management, performance coaching
Preferred skills
Utilities, Telecommunications, or Financial Services industry experience, multi-geography team management, multi-account management
Technologies
Microsoft Excel, Microsoft PowerPoint, Microsoft Word
Responsibilities
Lead quality monitoring across voice, webchat, email, and digital channels; manage and develop a team of Quality Analysts; produce executive-level performance reports and insights; drive continuous improvement initiatives; ensure adherence to regulatory and contractual quality standards; manage risk and compliance issues
Seniority
Senior, hands-on IC with team management