Assistant Manager - Quality

Globiva; New Delhi, Gurugram District; On-site; INR 540,000 - 660,000; Full time

Job summary

Globiva in Gurgaon invites applications for the role of Assistant Manager Quality. The position requires a minimum of 2 years of on-paper AM Quality experience and offers a budget up to 6 LPA.

The candidate will manage QA operations, drive RCA and CAPA, monitor CSAT, FCR and QA scores, lead the Quality team, conduct audits and calibration sessions with Operations and Training, and prepare quality dashboards and MIS for client audits.

Qualifications

• Minimum 2 years of experience on paper as AM Quality.
• Excellent communication skills.
• Strong knowledge of BPO Quality processes.
• Good understanding of RCA, CAPA, audits and quality metrics.
• Immediate joiners only.

Responsibilities

• Manage and monitor Quality Assurance operations.
• Conduct regular audits, call monitoring and feedback sessions.
• Drive RCA (Root Cause Analysis) and CAPA.
• Monitor quality metrics such as CSAT, FCR, QA Score and DSAT.
• Conduct calibration sessions with Operations and Training teams.
• Identify performance gaps and implement improvement plans.
• Prepare quality reports, dashboards and MIS.
• Ensure process compliance and client audit standards.
• Lead and mentor the Quality team.

Skills

Communication skills

BPO quality knowledge

RCA & CAPA knowledge

Quality metrics

Job description

Hiring: Assistant Manager Quality (AM Quality)

Location: Gurgaon

Budget: Up to 6 LPA

Experience: Minimum 2 years of experience on paper as an Assistant Manager Quality

Key Responsibilities:

• Manage and monitor Quality Assurance operations.
• Conduct regular audits, call monitoring and feedback sessions.
• Drive RCA (Root Cause Analysis) and CAPA.
• Monitor quality metrics such as CSAT, FCR, QA Score and DSAT.
• Conduct calibration sessions with Operations and Training teams.
• Identify performance gaps and implement improvement plans.
• Prepare quality reports, dashboards and MIS.
• Ensure process compliance and client audit standards.
• Lead and mentor the Quality team.

Candidate Requirements:

• Minimum 2 years of experience on paper as AM Quality.
• Excellent communication skills.
• Strong knowledge of BPO Quality processes.
• Good understanding of RCA, CAPA, audits and quality metrics.
• Immediate joiners only.