Manager/ Sr. Manager-Quality- Domestic BPO (Gurgaon) All LOBs

Manager/ Sr. Manager-Quality- Domestic BPO (Gurgaon) All LOBs

Manager/ Sr. Manager-Quality- Domestic BPO (Gurgaon) All LOBs

Manager/ Sr. Manager-Quality- Domestic BPO (Gurgaon) All LOBs

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7 - 12 years

₹ 5,00,000 - 12,00,000 P.A.

Delhi NCRDelhiGurgaon

Job description

Job Description: Manager Quality


Roles & Responsibilities:-


  • Drive continuous improvement for Transaction Quality and Delivery
  • Excellent knowledge of Six Sigma
  • Knowledge of 7 Basic Quality Tools
  • Manage Call Quality & Client related KPI's (Inbound/ Outbound/ Email Process)
  • Evaluate effectiveness of TQ interventions
  • Strengthen Quality management processes / framework to improve quality delivery
  • Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation
  • Ability to get out of the box ideas and Process improvement initiatives in the process.
  • Should drive Process control & Compliance in addition to managing Audit requirements
  • Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
  • Provide quality floor support, feedback, refresher
  • Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted
  • People Management skills
  • Knowledge of statistical tools will be an added advantage
  • Data structuring and churning ability
  • Ability to drive initiatives and projects to closure
  • Ability to deal with employees at all levels of hierarchy
  • Ability to provide leadership, direction and motivation to build high performing teams
  • Analytical Skills / Quantitative skills
  • Excellent Communication and articulation skills
  • Data Handling / data interpretation skills / data visualization skills
  • Needs to have good working knowledge of Transaction Quality systems, tools and technologies.
  • Should understand Transition from startup to BAU/Hand over phase
  • Process Oriented, Planning, Decision making, Ability to prioritize, Ability to meet deadlines and work under pressure
  • Detail oriented, Strong organizational skills, Presentation skills


*Immediate Joiners with relevant experience will be preferred

*Pls refer your friends/peers if the post does not match your profile

*Work from Office

*5.5 Working Days


RoleQuality Assurance/Quality Control Manager

Industry TypeBPO, Call Centre, ITeS

Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations

Employment TypeFull Time, Permanent

Role CategoryQuality


UG :Any Graduate in Any Specialization

Key Skills

Call QualitySix SigmaQuality ImprovementQualityQMSQuality ManagementCall CenterLean Six SigmaQuality AssuranceQA Management