BPO Quality Manager

About the Role

We're looking for an experienced Quality Manager to lead our Quality Operations across multiple campaigns and business units.

In this role, you'll oversee Quality Supervisors, partner closely with Operations and support teams, and drive initiatives that improve customer experience, operational performance, and business results. If you're passionate about coaching leaders, using data to solve business problems, and driving continuous improvement, we'd love to hear from you.

Key Responsibilities

As our Quality Manager, you will:

• Lead Quality Operations across multiple campaigns and lines of business.
• Coach and develop Quality Supervisors to build high-performing teams.
• Monitor Quality performance and drive action plans to improve operational results.
• Analyze Quality, CSAT, NPS, FCR, VOC, compliance, and productivity trends to identify business opportunities.
• Conduct Root Cause Analysis (RCA) and implement sustainable improvement initiatives.
• Lead client governance meetings, calibrations, Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
• Partner with Operations, Training, Workforce Management, Talent Acquisition, and other stakeholders to improve business performance.
• Ensure consistent Quality governance, compliance, and calibration standards across supported accounts.
• Champion continuous improvement through process optimization, automation, and technology adoption.
• Support the rollout and adoption of AI-enabled Quality tools and digital transformation initiatives.

Qualifications

We're looking for someone with:

• 4–6 years of progressive Quality Management experience in the BPO or Contact Center industry.

• At least 3 years of experience as a Quality Manager leading Quality Supervisors and Quality teams.

• Proven experience managing Quality Operations across multiple campaigns, business units, or lines of business.

• Strong background in:

  • Quality Governance
  • Coaching & Leadership
  • Calibration
  • Root Cause Analysis (RCA)
  • Continuous Improvement
  • Client Management

• Experience presenting business performance and Quality insights to senior operational leaders and clients.

• Excellent analytical, problem-solving, and communication skills.

• Bachelor's degree is preferred but not required.

• COPC, Lean Six Sigma, Business Intelligence, Coaching, or Quality-related certifications are an advantage.

Why Join Us?

• Lead strategic Quality initiatives across multiple accounts.
• Work closely with senior leaders and clients to influence business decisions.
• Drive innovation through analytics, automation, and AI-enabled Quality solutions.
• Grow your leadership career in a collaborative, high-performance environment.
• Competitive compensation and opportunities for professional development.