Manager I, Quality
Core
Manage Transaction Quality and Delivery operations, ensuring compliance, process improvement, and high-quality training for client accounts.
Role type
Manager I, Quality (People Management & Process Improvement)
Builds
Quality management frameworks, training programs, and compliance processes for client accounts.
Domain
Business Services / Customer Engagement / Quality Assurance
Required skills
People Management, Process Improvement, Data Analysis, Compliance Knowledge, Team Leadership, KPI Management, Training Development, Audit Management, Stakeholder Communication, Project Planning
Preferred skills
Six Sigma Certification, Knowledge of Quality Tools (BPMS, Process Mapping, SOP creation)
Technologies
Transaction Quality systems, BPMS, Quality tools
Responsibilities
Drive continuous improvement for Transaction Quality and Delivery, Manage process Quality & Client related KPI's, Evaluate effectiveness of TQ interventions, Strengthen Quality management processes / framework, Custodian of all training reports and new-hire KPIs, Drive digital training across all accounts, Conduct maturity assessments for training teams, Accurately capture SLA/SLO metrics, Drive Process control & Compliance, Provide feedback to Front Line Recruitment Teams, Provide quality floor support and corrective training, Groom and develop training talent in-house
Seniority
Manager I, hands-on leadership