Roles and Responsibility

- Develop and implement comprehensive quality plans to ensure high standards of service delivery.
- Conduct regular audits and assessments to identify areas for improvement and provide coaching and feedback to team members to enhance their skills and performance.
- Collaborate with cross-functional teams to resolve customer complaints and concerns promptly and professionally.
- Analyze data and metrics to measure the effectiveness of quality initiatives and make recommendations for process improvements.
- Provide training and development programs to team members on quality procedures and best practices.

Job Requirements

- Proven experience in quality management, preferably in a BPO or call center setting.




- Strong knowledge of quality frameworks and methodologies, including ISO 9001:2015.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
- Ability to analyze complex data sets and develop actionable insights to drive business decisions.
- Robust problem-solving and decision-making skills, with the ability to think critically and creatively.
- Experience with quality management tools and software, such as Call Audit and Call Monitoring systems.

📌 Quality Manager (Malad)
🏢 TP
📍 Malad