The Quality Manager – Operations is responsible for driving quality excellence across BPO operations by developing, implementing, and monitoring quality assurance frameworks, performance standards, and continuous improvement initiatives. This role ensures customer satisfaction, process compliance, operational efficiency, and the achievement of client-defined quality metrics.

Requirements
Key Responsibilities
1. Quality Management
Develop and implement quality assurance strategies, processes, and standards across business operations.
Monitor and evaluate customer interactions through call audits, transaction reviews, and process assessments.
Ensure adherence to client requirements, internal policies, and regulatory compliance standards.
Analyze quality trends and identify opportunities for performance improvement.
2. Team Leadership
Lead, mentor, and develop Quality Analysts and Team Leads.
Set performance goals and monitor team productivity and effectiveness.
Foster a culture of continuous learning, accountability, and quality excellence.
3. Performance Monitoring & Reporting
Track,



monitor, and report key quality metrics, including:
Quality Scores
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
First Call Resolution (FCR)
Compliance Scores
Error Rates
Additional responsibilities:
Prepare daily, weekly, and monthly quality performance reports.
Present quality insights, trends, and actionable recommendations to leadership and clients.
4. Process Improvement
Identify root causes of quality issues using data analysis and quality management tools.
Drive Corrective and Preventive Action (CAPA) initiatives.
Collaborate with Operations, Training, and Workforce Management (WFM) teams to improve performance.
Lead Lean, Six Sigma, and other continuous improvement initiatives where applicable.
5. Client & Stakeholder Management
Participate in client reviews, governance meetings, and quality calibration sessions.
Ensure achievement of contractual quality SLAs and KPIs.
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📌 Quality Manager (India)
🏢 Virtual Binz
📍 India