Quality Manager
Core
Champion operational excellence in a BPO environment by monitoring program metrics, conducting quality audits, and driving service and process improvement initiatives.
Role type
Senior IC Quality Manager
Builds
Service level requirements and quality outcomes for BPO programs
Domain
Business Process Outsourcing (BPO)
Required skills
Quality management, Performance data analysis, Problem solving, Strategic planning, Stakeholder management, Process improvement
Responsibilities
Monitor program metrics and service level requirements, Conduct quality audits and report findings, Develop action plans to address quality issues, Mentor teams on quality standards, Collaborate with QA leaders to resolve outstanding issues, Propose new systems and policies for continuous improvement