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Job Title: Quality Manager

Department: Quality / Operations

Industry: Call Center / BPO / Healthcare

Location: Zirakpur

Job Type: Full-Time

Budget : 50-60k

Job Overview:

We are looking for an experienced and result-oriented Quality Manager to lead and manage the Quality Assurance team in a Call Center/BPO workplace. The candidate will be responsible for monitoring quality standards, improving customer satisfaction, managing KPIs, and implementing process improvement strategies.

Key Responsibilities:

- Manage and lead the Quality Assurance (QA) team.
- Monitor call quality, audits, and compliance standards.
- Conduct call calibration sessions with Operations and QA teams.
- Analyze customer interactions to improve service quality and customer satisfaction.
- Develop and implement quality improvement strategies and SOPs.
- Track and manage KPIs, performance metrics, and quality benchmarks.
- Prepare MIS reports, quality dashboards, and performance analysis reports.




- Coordinate with Operations teams for performance improvement plans.
- Identify training needs and support skill enhancement initiatives.
- Ensure adherence to company policies and process standards.

Required Skills:

- Strong leadership and team management skills.
- Expertise in quality processes, audits, and KPI management.
- Experience in call calibration and customer satisfaction improvement.
- Strong analytical and problem-solving abilities.
- Excellent communication and decision-making skills.
- Proficiency in MIS reporting and performance analysis.

Qualification :

- Graduate/Postgraduate in any discipline.
- Certification in Quality Management will be an added advantage.

Experience :

- Minimum 3–5 years of experience in Call Center/BPO Quality Management.
- Preference for candidates from Healthcare, BPO, or Customer Service industries.

Working Days:

- 6 Days a Week

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📌 Quality Manager – BPO | Call Center Operations (Sector 13)
🏢 JEENA SIKHO LIFECARE
📍 Sector 13