Hiring | Manager Quality & Trainer | International Banking |

Axis Services; Hyderabad; On-site; INR 1,350,000 - 1,650,000; Full time

Job summary

Axis Services in Hyderabad is seeking an experienced Quality Manager to oversee the Quality function in Banking BPO operations. The role focuses on Transaction Quality, Training Quality (T&TQ), governance, and process improvements to meet client KPIs and SLAs.

The candidate should have 10+ years in quality management within BPO, strong banking domain experience, and hands-on Lean Six Sigma / DMAIC expertise. Excellent analytics and leadership skills are required.

Qualifications

• 10+ years of experience in Quality Management within the BPO industry.
• Strong Banking / Financial Services domain experience.
• Hands-on experience in Transaction Quality & Training Quality (T&TQ).
• Strong knowledge of Lean Six Sigma / DMAIC methodologies.

Responsibilities

• Manage the overall Quality function and ensure achievement of internal and client-defined KPIs, SLAs and quality targets.
• Lead Transaction Quality and Training Quality (T&TQ) operations.
• Drive quality governance, calibrations, audits, compliance and quality reviews.
• Lead Lean Six Sigma / DMAIC projects to improve FCR, CSAT, NPS and overall customer experience.
• Identify process gaps and implement corrective and preventive action plans.
• Manage client interactions, governance meetings, business reviews and escalations.
• Collaborate with Operations, Training, Compliance and WFM teams.
• Lead, mentor and develop Quality teams while driving employee engagement and retention.
• Prepare quality dashboards, MIS reports and presentations for senior management and clients.

Skills

Quality Management

Lean Six Sigma

Communication Skills

Education

Graduation

Tools

MS Excel

PowerPoint

Job description

HIRING | QUALITY MANAGER

Location: Hyderabad
Experience: 10+ Years
CTC: A decent hike on last ctc ( Max Up to 15 LPA )
Qualification: Graduation Mandatory
Interview Mode : Virtual

Job Description

We are looking for an experienced Quality Manager with strong expertise in Banking BPO operations, Transaction Quality, Training Quality (T&TQ), Quality Governance and Process Improvement.

Key Responsibilities

• Manage the overall Quality function and ensure achievement of internal and client-defined KPIs, SLAs and quality targets.
• Lead Transaction Quality and Training Quality (T&TQ) operations.
• Drive quality governance, calibrations, audits, compliance and quality reviews.
• Lead Lean Six Sigma / DMAIC projects to improve FCR, CSAT, NPS and overall customer experience.
• Identify process gaps and implement corrective and preventive action plans.
• Manage client interactions, governance meetings, business reviews and escalations.
• Collaborate with Operations, Training, Compliance and WFM teams.
• Lead, mentor and develop Quality teams while driving employee engagement and retention.
• Prepare quality dashboards, MIS reports and presentations for senior management and clients.

Mandatory Skills & Requirements

• 10+ years of experience in Quality Management within the BPO industry.
• Strong Banking / Financial Services domain experience.
• Hands-on experience in Transaction Quality & Training Quality (T&TQ).
• Strong knowledge of Lean Six Sigma / DMAIC methodologies.
• Experience in Quality Governance, Audits, Compliance and Client Management.
• Proven experience in managing large Quality teams.
• Excellent analytical, communication and presentation skills.
• Advanced MS Excel and PowerPoint skills.

Preferred Designations:

Quality Manager / Senior Quality Manager / Quality Lead.

Contact HR : Sharvani

9542034803