Quality Manager

Job Description

Responsibilities:

Ensure delivery of quality KPIs for the aligned campaigns/LoBs
Monitor day-to-day activities and achievements of the Quality teams
Provide actionable insights to clients and operations based on audit observations
Drive and manage improvement initiatives based on RCA or clients requests toward metrics, new processes, or peoples opportunities
Identify opportunities for improvement and help develop impactful and measurable action plans to address these
Ensure quality dashboards are published in a timely manner
Deploy quality strategy for the aligned span
Ensure adherence to quality processes across the board
Work with senior quality leadership on functional projects
Work with Training and Operations to identify training needs
Manage quality knowledge of aligned teams
Perform career coaching for the quality team to prepare them for the next level
Understand customer needs and requirements to develop effective quality control processes
Collaborate with cross-functional teams on driving quality improvement projects
Interface with clients for quality reviews, needs, updates, and ideation
Interface with internal stakeholders for quality reviews. Also, attend the reviews for other functions and ensure alignment of objectives
Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems
Manage performance and appraisal of aligned Quality supervisors

Technical skills and qualifications:

Well-versed with structured problem-solving techniques
Ability to analyze data and arrive at actionable insights
Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Google Documents
BPO background required
Familiar with the application of quality tools to analyze data
Statistical aptitude
Quality certification (e.g., Lean Six Sigma, Total Quality Management, etc.) preferred
Experience in managing quality control/quality analysis organization or leading cross -functional quality improvement projects and teams
5+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, third party vendors. etc.)
Fluent in spoken and written English

Soft skills:

Ability to collaborate with cross-functional teams across geographies
Able to present confidently in meetings
Logical thinker
Great people management skills with the ability to drive the team to deliver excellence
Great conflict management skills
Highly customer centric and has intuitive understanding of customer/client needs
Attention to detail
Good interpersonal skills
Ability to clearly articulate thoughts