Description

Qualifications:
- Experience: Minimum 1-2 years of direct people leadership experience in a management as Quality Manager- Industry Knowledge: Deep understanding of call center operations, financial services products, and regulatory frameworks governing the industry. Familiarity with best practices in quality assurance and customer experience management.- Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and draw actionable insights to inform decision-making and strategy development.- Communication Skills: Excellent communication and presentation skills, with the ability to articulate complex ideas clearly and effectively to diverse audiences, including senior executives and frontline staff.- Leadership Abilities: Effective leadership skills with the ability to inspire and motivate cross-functional teams towards common quality objectives. Proven ability to drive change and influence stakeholders at all levels of the organization.- Adaptability: Flexibility to work in a dynamic and fast-paced setting,



with the agility to adapt to changing priorities and business requirements. Ability to work cross-functionally in a global, multicultural environment and ability to travel.- Education: A bachelor's degree in business administration, finance, or a related field is typically required. Additional certifications in quality management or relevant areas such as Six Sigma or Lean Management are advantageous.- Not on any Active hints- last MI to be Achieving and above

Responsibilities:
- Monitoring Quality Metrics: Regularly monitor and analyze key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), and others relevant to the finance services program.- Quality Assurance Processes: Monitor and manage a robust quality assurance framework, with processes and procedures tailored to the specific requirements of each LOB and regi

📌 Quality Assurance Manager (Noida)
🏢 TELUS Digital
📍 Noida