Assistant Quality Manager - International Process

TP; Hyderabad; On-site; INR 800,000 - 1,000,000; Full time

Job summary

TP in Hyderabad invites applications for Assistant Quality Manager Customer Service Operations (International Process). The role focuses on driving quality performance, process compliance, customer experience and ongoing improvement initiatives in an international BPO setting.

Ideal candidates have 4–8 years in international BPO QA, are proficient in Excel, and possess strong analytical and stakeholder management skills.

Qualifications

• 4–8 years of experience in International BPO Customer Service Operations.
• Experience in Quality Assurance, audits, calibration, RCA and process improvement.
• Candidates with Team Leader tenure on paper can apply.
• Strong analytical, stakeholder management and communication skills.
• Proficiency in MS Excel and reporting tools.
• Knowledge of COPC or Six Sigma is a plus.

Responsibilities

• Manage quality programs and drive process improvement initiatives.
• Mentor a team of Quality Analysts.
• Conduct audits, calibrations, and performance reviews to ensure quality standards.
• Analyze trends, identify gaps, and drive corrective actions.
• Partner with Operations, Training and Client stakeholders to improve CSAT and metrics.
• Prepare quality reports, dashboards, and leadership presentations.
• Coach frontline teams to enhance performance.

Skills

Quality assurance

MS Excel

Analytical skills

Stakeholder management

Communication skills

Tools

COPC

Six Sigma

Job description

We are Hiring!!!

Location : Hyderabad (Gochibowli DLF)

Assistant Quality Manager Customer Service Operations (International Process)

Job Summary:

We are hiring an Assistant Quality Manager for an International Customer Service Process. The role involves driving quality performance, process compliance, customer experience, and continuous improvement initiatives. Candidates with Team Leader tenure on paper and strong Quality exposure are also encouraged to apply.

Key Responsibilities:

• Manage quality programs and support process improvement initiatives.
• Manage and mentor a team of Quality Analysts.
• Conduct audits, calibrations, and performance reviews to ensure adherence to quality standards.
• Analyze trends, identify gaps, and drive corrective action plans.
• Partner with Operations, Training, and Client stakeholders to improve CSAT and operational metrics.
• Prepare quality reports, dashboards, and presentations for leadership reviews.
• Coach and mentor Quality Analysts and frontline teams to enhance performance.

Requirements:

• 4-8 years of experience in International BPO Customer Service Operations.
• Experience in Quality Assurance, audits, calibration, RCA, and process improvement.
• Candidates with Team Leader tenure on paper can also apply.
• Strong analytical, stakeholder management, and communication skills.
• Proficiency in MS Excel and reporting tools.
• Knowledge of COPC, Six Sigma, or quality frameworks will be an added advantage.