Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The Quality Manager for an International Voice Contact Center is responsible for overseeing and ensuring the highest level of customer service quality in interactions. This role involves leading a team of quality analysts, conducting audits, providing feedback, and driving continuous improvement initiatives to enhance the customer experience and operational efficiency. Expertise in Six Sigma or similar quality methodologies, and a strong focus on continuous improvement, operational excellence, and stakeholder engagement.
Job title:

Manager-Quality CC
Job Description:

Job Description:




The Quality Manager for an International Voice Contact Center is responsible for overseeing and ensuring the highest level of customer service quality in interactions. This role involves leading a team of quality analysts, conducting audits, providing feedback, and driving continuous improvement initiatives to enhance the customer experience and operational efficiency. Expertise in Six Sigma or similar quality methodologies, and a robust focus on continuous improvement, operational excellence, and stakeholder engagement.

Key Responsibilities:
 Lead and manage the Quality Assurance (QA) function for inbound voice processes.
 Build, mentor, and lead a high-performing team of QA analysts and specialists.
 Develop and maintain QA frameworks, scorecards, audit tools, and feedback systems.
 Monitor and manage key inbound contact center metrics, including: First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction(CSAT), Net P

📌 Manager-Quality CC (Bengaluru)
🏢 Sagility
📍 Bengaluru