Manager Quality

TP; Malad; On-site; INR 800,000 - 1,500,000; Full time

Job summary

TP is seeking a skilled Quality Manager to lead quality assurance initiatives in a BPO setting. You will develop and implement quality control processes to uphold top-tier customer service, and conduct audits with actionable coaching to enhance team performance.

The role requires strong analytical能力 to identify trends, drive improvements, and ensure adherence to company policies. Collaboration with internal teams will be essential to address issues and sustain high standards.

Qualifications

• Minimum 5 years of experience in quality management, preferably in a BPO or call center environment.
• Strong knowledge of quality control processes and customer service principles.
• Excellent communication and interpersonal skills.
• Ability to analyze data and metrics to identify trends and opportunities for improvement.
• Strong problem-solving and decision-making skills.
• Experience with auditing and reviewing processes to identify anagnareas for improvement.

Responsibilities

• Develop and implement quality control processes to ensure high standards of customer service.
• Conduct regular audits and reviews to identify areas for improvement and provide coaching and feedback to team members.
• Collaborate with other departments to resolve issues and improve overall performance.
• Analyze data and metrics to identify trends and opportunities for improvement.
• Implement corrective actions to address identified issues and concerns.
• Ensure compliance with company policies and procedures.

Skills

Quality management

Customer service principles

Auditing

Data analysis

Communication

Problem solving

Decision making

Job description

Roles and Responsibility

• Develop and implement quality control processes to ensure high standards of customer service.
• Conduct regular audits and reviews to identify areas for improvement and provide coaching and feedback to team members.
• Collaborate with other departments to resolve issues and improve overall performance.
• Analyze data and metrics to identify trends and opportunities for improvement.
• Implement corrective actions to address identified issues and concerns.
• Ensure compliance with company policies and procedures.

Job Requirements

• Minimum 5 years of experience in quality management, preferably in a BPO or call center environment.
• Strong knowledge of quality control processes and customer service principles.
• Excellent communication and interpersonal skills.
• Ability to analyze data and metrics to identify trends and opportunities for improvement.
• Strong problem-solving and decision-making skills.
• Experience with auditing and reviewing processes to identify anagnareas for improvement.