"Lead Quality Excellence & Transform Customer Experience Join Our International BPO as Assistant Quality Manager!"

Job Summary:

The Assistant Quality Manager is responsible for driving quality excellence across international customer service and support operations. The role involves managing quality audits, analyzing performance trends, identifying improvement opportunities, and ensuring adherence to client, process, and compliance requirements. The incumbent will work closely with Operations, Training, and Client teams to enhance customer experience and operational performance.

Key Responsibilities:

- Manage and oversee daily quality assurance activities for international BPO operations.
- Monitor, evaluate, and analyze customer interactions to ensure compliance with client and internal quality standards.
- Conduct calibration sessions with Operations, Training, and Clients to maintain scoring consistency.
- Identify quality gaps, behavioral trends, and process improvement opportunities.
- Prepare and present quality performance reports, dashboards, and business insights.
- Drive root cause analysis (RCA) and corrective action plans to improve quality metrics.
- Support client audits, internal audits, and compliance requirements.
- Coach and mentor Team Leaders, Quality Analysts, and Operations teams on quality standards and best practices.
- Collaborate with Training teams to develop improvement plans and refresher programs.
- Track key quality KPIs such as CSAT, Quality Scores, Compliance, FCR, and Customer Experience metrics.




- Lead quality improvement projects to enhance operational effectiveness and customer satisfaction.

Desired Skills & Competencies:

- Robust knowledge of Quality Frameworks, COPC, Six Sigma, or Lean methodologies.
- Excellent analytical, reporting, and data interpretation skills.
- Proficiency in MS Excel, Power BI, and quality management tools.
- Strong stakeholder management and client communication skills.
- Ability to drive performance improvement through coaching and process optimization.
- Excellent presentation and problem-solving abilities.

Qualifications & Experience:

- Graduate in any discipline; post-graduation preferred.
- 4-7 years of experience in Quality within an International BPO.
- Minimum 1 - 2 years of experience in an Assistant Manager Quality role.
- Experience handling voice, chat, or email support quality programs.
- Green Belt certification (preferred).

Key Performance Indicators (KPIs):

- Quality Score Achievement
- CSAT Improvement
- Compliance Adherence
- Calibration Accuracy
- Audit Completion & Accuracy
- Process Improvement Impact
- Reduction in Repeat Errors and Escalations.

Preferred Candidate Profile: A quality-focused professional with strong analytical capabilities, leadership skills, and a proven track record of driving customer experience and process excellence in an international BPO environment. Looking for immediate Joiners or max 30 days' notice only

Candidates can share updated resume with professional photo on it at the below email address or WhatsApp Sharon Daniel for more information on (phone hidden)

📌 Assistant Quality Manager (Maharashtra)
🏢 Tech Mahindra
📍 Maharashtra