✨ Manager- Quality
International BPO in Bengaluru/Gurgaon

? Location: Gurgaon | ? Rotational Shifts
• Notice Period: 15–30 days
• Working Days: 5 days/week
• Transport: One-way cab provided

Must be working as Quality Manager on Papers

? Role Overview
As the Quality Leader, you will own delivery and governance of the Quality program, drive client engagement, and lead a team of QTLs & Analysts to ensure excellence in performance, compliance, and continuous improvement.

? Key Responsibilities
• Lead overall Quality governance across client engagements and forums
• Drive performance reviews, RCA frameworks, and dispute management
• Conduct executive-level deep dives and convert insights into improvement plans
• Review escalations and complex cases to identify systemic issues
• Recommend policy, workflow, and training improvements
• Proactively identify and mitigate quality risks
• Align with Operations, Training, WFM, Policy, Product, and Client teams
• Build a culture of critical thinking, data-driven decisions,



and continuous improvement
• Mentor QTLs & Analysts for robust analytical rigor and client experience

? Key Skills & Knowledge
• Client Leadership: Stakeholder management, executive communication, data storytelling
• Advanced RCA & Analytics: Deep dives, trend analysis, actionable insights
• Policy & Governance: Calibration, dispute management, policy interpretation
• People Leadership: Team development, cross-functional collaboration, program governance

? Ideal Experience
• 8+ years overall experience
• 3+ years in Quality, Analytics, Risk, Trust & Safety, Compliance, or Investigations
• Strong client-facing exposure with senior stakeholder presentations
• Expertise in RCA, dispute management, policy governance, and business improvement
• Six Sigma Green Belt / Black Belt preferred
• Graduate in any discipline

Interested Candidates can mail their cv at [email protected]

📌 Quality Assurance Manager || Manager Quality (Bengaluru)
🏢 INTERNATIONAL BPO
📍 Bengaluru