The Quality Manager – Operations is responsible for driving quality excellence across BPO operations by developing, implementing, and monitoring quality assurance frameworks, performance standards, and continuous improvement initiatives. This role ensures customer satisfaction, process compliance, operational efficiency, and the achievement of client-defined quality metrics.
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Develop and implement quality assurance strategies, processes, and standards across business operations.
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Monitor and evaluate customer interactions through call audits, transaction reviews, and process assessments.
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Ensure adherence to client requirements, internal policies, and regulatory compliance standards.
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Analyze quality trends and identify opportunities for performance improvement.
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Lead, mentor, and develop Quality Analysts and Team Leads.
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Set performance goals and monitor team productivity and effectiveness.
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Foster a culture of continuous learning, accountability, and quality excellence.
Track, monitor, and report key quality metrics, including:
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Quality Scores
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Customer Satisfaction (CSAT)
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Net Promoter Score (NPS)
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First Call Resolution (FCR)
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Compliance Scores
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Error Rates
Additional responsibilities:
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Prepare daily, weekly, and monthly quality performance reports.
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Present quality insights, trends, and actionable recommendations to leadership and clients.
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Identify root causes of quality issues using data analysis and quality management tools.
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Drive Corrective and Preventive Action (CAPA) initiatives.
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Collaborate with Operations, Training, and Workforce Management (WFM) teams to improve performance.
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Lead Lean, Six Sigma, and other continuous improvement initiatives where applicable.
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Participate in client reviews, governance meetings, and quality calibration sessions.
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Ensure achievement of contractual quality SLAs and KPIs.
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Provide strategic recommendations to enhance customer experience and operational performance.
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Build strong relationships with internal and external stakeholders to drive quality objectives.
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8–12 years of experience in BPO/Customer Service Operations.
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Minimum 3–5 years of experience managing Quality teams.
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Experience handling domestic and/or international processes.
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Strong exposure to Voice, Non-Voice, Chat, and Email support operations is preferred.
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Strong analytical and problem-solving abilities.
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Excellent communication and presentation skills.
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Expertise in quality management frameworks and performance metrics.
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Working knowledge of Lean, Six Sigma, COPC, or other quality improvement methodologies.
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Proficiency in MS Excel, PowerPoint, and reporting/dashboard tools.
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Ability to manage multiple stakeholders in a fast-paced operational environment.
