Role & responsibilities

Job Summary:

Lead and enhance the Quality Assurance framework for multiple client accounts at the assigned CX hub. Drive continuous improvement and cultivate excellence, ensuring consistent service quality, operational efficiency, and exceptional customer experience across diverse BPO processes through robust leadership and talent development.

Key Responsibilities:

I. Quality Management & Assurance:

- Develop & refine QA strategy, policies, and procedures aligned with multiple clients quality, performance, and customer satisfaction needs.
- Oversee/conduct omni-channel monitoring (calls, chats, emails) for process compliance, accuracy, and empathetic communication.
- Ensure adherence to defined operational standards & client-specific guidelines; conduct compliance audits.
- Prepare comprehensive QA reports, dashboards, and insights (KPIs, trends, root causes) for internal & client stakeholders.
- Lead internal & client calibration sessions for consistent quality guideline application across diverse programs.

II. Variation Management & Process Improvement:

- Analyze quality, efficiency, & CX data (FCR, AHT, NPS) to identify trends, performance variations, and optimization areas.
- Conduct in-depth Root Cause Analysis (RCA); implement Corrective & Preventive Actions (CAPAs).
- Collaborate with cross-functional teams (Ops, Training, WFM) to drive process improvements, standardize workflows, and reduce operational variations.
- Lead/participate in Lean, Six Sigma, & Continuous Improvement projects to reduce defects & enhance service quality.

III. Coaching & People Development:

- Supervise, mentor,



and guide Quality Analysts/Coaches; foster a high-performance, data-driven, and CI-oriented QA team.
- Ensure effective coaching delivers impactful feedback to frontline agents, improving client metrics like FCR, NPS, & call quality.
- Collaborate on training development based on quality insights & account-specific policy/process changes.
- Contribute to the talent development & career growth of quality professionals.

IV. Client Relationship Management:

- Build & maintain strong client relationships; serve as primary contact for all QA discussions
- Actively participate in Weekly & Monthly Business Reviews with the client, presenting quality performance and strategic initiatives.
- Solicit & integrate client feedback into QA programs & improvement efforts.

Preferred candidate profile

Qualifications:

- Education: Bachelors degree in business admin, Quality Management, or related field. Master's degree or relevant certifications (e.g., Lean Six Sigma Green/Black Belt, COPC, ASQ) preferred.
- Experience: Minimum 4-6 years overall within a large-scale Contact Center/BPO. Of which a minimum of 3-4 years in a Quality Management role, directly leading a team.
- Technical Skills: Proficiency in Quality Monitoring tools; Advanced MS Excel for data analysis & reporting; Familiarity with common BPO CRM/ticketing systems.
- Soft Skills: Excellent verbal & written English communication; Exceptional leadership, coaching, & mentoring; Strong problem-solving & critical thinking; Adaptable in fast-paced environments; High attention to detail & results-driven; Strong interpersonal skills.

📌 Quality Manager (Mumbai)
🏢 Foundever
📍 Mumbai