We are seeking a dedicated and experienced Quality Manager to join our team in Andhra Pradesh. The ideal candidate will have a strong background in quality management within the banking or BPO sectors, with a focus on enhancing customer service and support operations. As a Quality Manager, you will be responsible for developing and implementing quality assurance strategies that align with organizational goals and customer expectations.

Key Responsibilities

- Lead the quality assurance team to ensure compliance with service level agreements (SLAs) and quality standards.
- Conduct regular audits and assessments of customer service interactions to evaluate performance metrics such as CSAT (Customer Satisfaction), FCR (First Call Resolution), and escalation rates.
- Develop training programs and workshops to enhance the skills of customer service representatives and improve overall service quality.
- Collaborate with cross-functional teams to identify areas for improvement and implement corrective actions.




- Analyze quality data and prepare reports to present findings and recommendations to senior management.
- Stay updated on industry trends and best practices in quality management and customer service.

Required Skills

- Proven experience in quality management, preferably in the banking or BPO industry.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent communication and interpersonal skills to effectively lead and motivate a team.
- Familiarity with quality management tools and methodologies.
- Ability to work in a fast-paced environment and manage multiple priorities. If you are passionate about quality assurance and have a track record of driving improvements in customer service, we encourage you to apply for this exciting prospect.

Industry

Banking

Department

Finance / Accounts / Tax

📌 Quality Manager (Hyderabad)
🏢 Winx Consulting Services
📍 Hyderabad