Manager I, Training & Quality
Core
Manage overall Quality function, drive process improvement using Lean Six Sigma, and lead capability building for Quality teams in a BPO environment.
Role type
Manager I, Quality & Training
Builds
Quality frameworks, process improvements, and high-performing Quality/Compliance teams
Domain
Business Process Outsourcing (BPO) / Customer Engagement
Deliverable
dashboards & analysis
Required skills
Lean Six Sigma / DMAIC, Transaction Quality (T&TQ), Banking domain knowledge, Data analytics, QA tools, MS Excel, Stakeholder management, Team leadership
Preferred skills
Client escalation management, Succession planning, Training Needs Analysis (TNA)
Responsibilities
Manage Quality function and KPIs, Lead process improvement initiatives, Manage client interactions and escalations, Develop and coach Quality talent
Seniority
Manager I, hands-on leadership