Deputy General Manager - Third party Quality Audit Business

Location: Noida
Function: Operations
Reporting to: Business Head
Experience: 1015 years in Contact Center Quality, Quality Audits, Customer Experience, BPO Operations or related services

CTC : 12- 14 LPA {including 20% Performance linked Incentive}

Role Purpose

The position will be responsible for end-to-end management of the Quality Audit business at the site, with ownership of operational delivery, client satisfaction, people, productivity, commercials and business growth.The role requires a robust business leader who can manage large-scale audit operations while building trusted relationships with clients, improving operational efficiency, identifying opportunities for expansion and ensuring the site consistently delivers against agreed business outcomes.

Key Responsibilities

1. Business & Financial Ownership
- Own the overall performance and profitability of the site.
- Manage revenue, manpower cost, productivity and operating margins against agreed targets.




- Drive capacity utilisation and improve operational efficiency.
- Identify opportunities to increase revenue from existing clients through additional processes, geographies, services or volumes.
- Work with the leadership team on annual operating plans, budgets and growth targets.

2. Client Management
- Act as the senior point of contact for key clients and build strong, long-term relationships.
- Understand the client's business objectives and ensure audit programs are aligned to those objectives.
- Conduct regular governance reviews with clients and proactively address operational concerns.
- Own escalations and ensure timely resolution of service issues.
- Identify opportunities where the business can create additional value for clients beyond the existing audit mandate.

3. Operations & Delivery
- Own end-to-end delivery of all Quality Audit programs managed from the site.
- Ensure achievement of agreed SLA, TAT, productivity and accurac

📌 Deputy General Manager (Noida)
🏢 Wyzmindz Solutions
📍 Noida