✨ 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