Manager Quality

TP; Vadodara; On-site; INR 1,500,000 - 2,600,000; Full time

Job summary

TP is seeking a highly skilled Manager Quality to lead quality initiatives in the CRM/IT Enabled Services/BPO domain. The role emphasizes developing robust quality plans, conducting audits, coaching teams, and driving data-driven improvements to deliver superior service outcomes.

The ideal candidate will have 10–15 years of experience in quality management, possess strong knowledge of ISO 9001:2015, and demonstrate excellent stakeholder沟通 and analytical skills to improve process efficiency and

Qualifications

• Proven experience in quality management, preferably in CRM/IT Enabled Services/BPO.
• Strong knowledge of quality frameworks and ISO 9001:2015.
• Excellent communication and interpersonal skills for working with diverse stakeholders.
• Ability to analyze data and metrics to measure quality performance.
• Experience with quality management tools and software such as Call Audit and Call Monitoring systems.

Responsibilities

• Develop and implement comprehensive quality plans to ensure high standards of service delivery.
• Conduct regular audits and assessments to identify areas for improvement and provide coaching to teams.
• Collaborate with cross-functional teams to resolve customer complaints and issues promptly.
• Analyze data to measure quality performance and identify trends.
• Implement process improvements to increase efficiency and productivity.

Skills

Quality management

ISO 9001:2015

Data analysis

Auditing

Coaching

Stakeholder management

Communication

Education

Bachelor's degree

Tools

Call Audit

Call Monitoring

Job description

We are looking for a highly skilled and experienced Manager Quality to join our team in Bengaluru. The ideal candidate will have 10-15 years of experience in quality management, preferably in the CRM/IT Enabled Services/BPO industry.

Roles and Responsibility

• Develop and implement comprehensive quality plans to ensure high standards of service delivery.
• Conduct regular audits and assessments to identify areas for improvement and provide coaching and feedback to team members to enhance their skills and performance.
• Collaborate with cross-functional teams to resolve customer complaints and issues promptly.
• Analyze data and metrics to measure quality performance and identify trends and opportunities for improvement.
• Implement process improvements to increase efficiency and productivity.

Job Requirements

• Proven experience in quality management, preferably in the CRM/IT Enabled Services/BPO industry.
• Strong knowledge of quality frameworks and methodologies, including ISO 9001:2015.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
• Ability to analyze data and metrics to measure quality performance and identify trends and opportunities for improvement.
• Experience with quality management tools and software, such as Call Audit and Call Monitoring systems.
• Strong problem-solving and analytical skills, with the ability to think critically and make informed decisions.
• A Bachelor's degree in any discipline is required.