Job Information

Date Opened

07/20/2026

Job Type

Full time

Industry

IT Services

Work Experience

5+ years

City

Udaipur

State/Province

Rajasthan

Country

India

Zip/Postal Code

313003
Job Description

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, Si

📌 Quality Manager (Udaipur)
🏢 Virtual Binz
📍 Udaipur