Manager Quality

Job highlights

• 10-15 years in quality management in CRM/ITES/BPO, knowledge of ISO 9001:2015, experience with Call Audit and Call Monitoring tools
• Develop and implement quality plans, conduct audits, coach team members, resolve customer complaints, analyze quality metrics, implement process improvements

We are looking for a highly skilled and experienced Manager Quality to join our team in Bengaluru. The ideal candidate will have 10-15 years of experience in quality management, preferably in the CRM/IT Enabled Services/BPO industry.

Roles and Responsibility

• Develop and implement comprehensive quality plans to ensure high standards of service delivery.
• Conduct regular audits and assessments to identify areas for improvement and provide coaching and feedback to team members to enhance their skills and performance.
• Collaborate with cross-functional teams to resolve customer complaints and issues promptly.
• Analyze data and metrics to measure quality performance and identify trends and opportunities for improvement.
• Implement process improvements to increase efficiency and productivity.

Job Requirements

• Proven experience in quality management, preferably in the CRM/IT Enabled Services/BPO industry.
• Strong knowledge of quality frameworks and methodologies, including ISO 9001:2015.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
• Ability to analyze data and metrics to measure quality performance and identify trends and opportunities for improvement.
• Experience with quality management tools and software, such as Call Audit and Call Monitoring systems.
• Strong problem-solving and analytical skills, with the ability to think critically and make informed decisions.
• A Bachelor's degree in any discipline is required.