Immediate Hiring!!

Quality Manager International Banking BPO | Virtual Interview

Job Location: Hyderabad
Work Mode: Work From Office
Experience: 10+ Years
Qualification: Graduation
Industry: Banking / BPO
Employment Type: Full time

Job Overview

We are looking for an experienced Quality Manager with strong expertise in International Banking BPO operations, Transaction Quality, and Training Quality (T&TQ;). The ideal candidate should have proven leadership experience in managing quality functions, driving process improvements, handling client escalations, and developing high-performing teams.

Key Responsibilities:

1. Quality Management

- Lead the overall Quality function and ensure achievement of internal and client quality KPIs.
- Manage Transaction Quality and Training Quality (T&TQ;) initiatives.
- Drive quality calibrations, audits, reviewer evaluations, and corrective action plans.
- Monitor SLA/SLO, CSAT, NPS, FCR, Resolution Rate, and other quality metrics.
- Strengthen quality governance, compliance, and performance monitoring frameworks.

2. Process Improvement & Analytics

- Lead Lean Six Sigma / DMAIC-based process improvement initiatives.
- Identify operational gaps and implement solutions to improve quality and customer experience.
- Independently drive improvement projects and deliver measurable business results.
- Use data analytics to identify trends, mitigate risks, and improve process efficiency.

3. Client & Stakeholder Management

- Manage internal and external client relationships, governance reviews, and escalations.
- Collaborate with Operations, Training, Compliance, WFM, and HR teams.




- Present quality performance reports and actionable insights to senior management and clients.
- Ensure timely resolution of client concerns and prevent recurring issues.

4. Team Leadership & Development

- Lead, mentor, and develop Quality and Compliance teams.
- Drive employee engagement, retention, coaching, and career development.
- Build succession pipelines and strengthen team capabilities.
- Develop training calendars based on Training Needs Analysis (TNA).
- Promote a culture of accountability and continuous improvement.

Required Skills & Expertise

- Strong experience in Banking BPO Quality Management.
- Expertise in Transaction Quality and Training Quality (T&TQ;).
- Good understanding of Banking Operations and Customer Experience.
- Hands-on experience in Lean Six Sigma / DMAIC projects.
- Strong knowledge of Quality Audits, Calibrations, and Compliance.
- Excellent analytical skills and proficiency in MS Excel.
- Experience in Client Management and Escalation Handling.
- Strong people management, leadership, and presentation skills.

Eligibility Criteria

- Education: Graduation is mandatory.
- Experience: Minimum 10 years of relevant professional experience.
- Experience in managing Quality functions within a International BPO (Banking Process)environment.
- EPFO History must be Clear (Mandatory)
- Willing to Join immediately (Serving Notice of 30 days acceptable)

Additional Information:

Work Location: Hyderabad

Working: 5 days working, 2 days off (Rotational)

Transportation: Available

HR Contact:

Sruthi. G - (phone hidden)(WhatsApp)

📌 Senior Quality Manager -International Banking BPO | Virtual Interview (Hyderabad)
🏢 AXIS SERVICES
📍 Hyderabad