Quality Manager
Core
Lead transaction quality, drive process improvement, and ensure compliance with quality standards and SLAs in a BPO setting.
Role type
Senior Quality Manager (Deputy/Group Manager)
Builds
Quality frameworks, audit strategies, and continuous improvement initiatives for BPO operations.
Domain
Business Process Outsourcing (BPO) / Quality Assurance
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Six Sigma, Lean, ISO/COPC/eSCM management, RCA, MSA, sampling strategies, SLA management, risk compliance, team mentorship, stakeholder management
Preferred skills
Insurance domain knowledge, change leadership, numerical and analytical skills
Technologies
ISO, COPC, eSCM, Six Sigma, Lean
Responsibilities
Maintain process documentation and compliance with ISO standards; Manage sampling strategies, audits, and CTQ baselining; Conduct RCA and Measurement System Analysis (MSA); Drive process improvement and Six Sigma initiatives; Lead transaction quality and ensure SLA, risk, and quality compliance; Mentor QA and Operations teams to improve performance; Collaborate with clients and stakeholders to maintain strong relationships.
Seniority
Senior, hands-on IC with management responsibilities