Assistant Quality Manager

Startek (Aegis Customer Support Services Pvt. Ltd.); Khordha; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) in India is seeking an experienced Quality Manager to drive process quality, audits, and regulatory compliance across BPO operations. You will lead quality initiatives, reduce defects, and collaborate with cross-functional teams to resolve issues.

Ideal candidates have 4–9 years in quality management, strong QC tool knowledge (Pareto, 7QC, RCA), and experience with Six Sigma projects. Green Belt is preferred but not mandatory.

Qualifications

• 4–9 years of experience in Quality Management or a related BPO/Call Centre field.
• Experience with Six Sigma Black Belt projects is a plus.
• Proficiency in QC tools and process improvement initiatives.

Responsibilities

• Conduct quality analysis using Pareto, 7QC, TAT, RCA and related tools.
• Identify areas for improvement and implement changes to raise quality standards.
• Collaborate with cross-functional teams to resolve transactional quality issues.
• Develop and maintain documentation of quality procedures and processes.
• Ensure regulatory compliance through audits and ongoing monitoring.

Skills

Quality management

Education

Green Belt certification (IIT/IIM/XLRI)

Tools

Pareto Analysis

7QC

TAT

RCA

Feedback & Why-Why Analysis

Job description

Roles and Responsibilities

• Conduct quality analysis using tools like Pareto Analysis, 7QC, TAT, RCA, Failure Analysis, Preventive Action, Corrective Action, Feedback & Why-Why Analysis.
  
• Identify areas for improvement through process inspections and implement changes to enhance overall quality standards.
  
• Collaborate with cross-functional teams to resolve issues related to transactional quality and prevent defects.
  
• Develop and maintain documentation of quality procedures and processes.
  
• Ensure compliance with regulatory requirements by conducting regular audits and monitoring.
  

Desired Candidate Profile

• 4-9 years of experience in Quality Management or a related field (BPO/Call Centre).
  
• Green Belt certification from IIT/IIM/XLRI preferred but not mandatory.
  
• Strong understanding of QC Tools such as Pareto Analysis, 7QC, TAT, RCA etc. .
  
• Experience in Process Improvement initiatives like Six Sigma Black belt projects.