T&Q; Manager Domestic Contact Center (Ketto: OTD & SIP)
Quality ownership: Own the QA framework scorecards and weekly calibration for OTD and SIP calls including fatal parameters (misselling consent mandate accuracy data privacy).
AI-assisted audits: Run AI and manual audits side by side and validate AI accuracy regularly.
Training lifecycle: Own induction product training nesting/OJT certification and refreshers with separate learning paths for OTD and SIP.
Coaching: Turn audit insights into agent-level coaching plans PIPs and best-practice sharing from top performers.
RCA and process improvement: Run root cause analysis on complaints escalations drop-offs and failed SIP mandates using Lean Six Sigma to cut defects.
Dashboards and reporting: Build quality and training dashboards and present weekly and monthly reviews to leadership.




Business impact: Link quality and training outcomes to OTD conversion SIP conversion and retention first-debit success and CSAT.
Compliance: Ensure adherence to donor communication guidelines consent norms and audit trails.
Stakeholder and team leadership: Partner with Ops Sales Product CX and Compliance and hire mentor and develop QAs Sr QAs and Trainers.
Requirements: 8 to 12 years in contact center operations (4 years in Training/Quality) outbound sales or BFSI/fundraising background preferred robust Excel/Sheets analytics and Lean Six Sigma certification as a plus.

Required Experience:

Manager

📌 Manager Quality & Business Operations Mumbai (India)
🏢 Ketto
📍 India