Manager - Quality & Business Operations

Ketto Online Ventures Pvt Ltd; Mumbai; Presencial; INR 1.200.000 - 1.800.000; Tempo integral

Resumo da vaga

Ketto Online Ventures Pvt Ltd in Mumbai is seeking a senior leader to own the QA framework, lead AI-assisted audits, and manage the training lifecycle for OTD and SIP pathways. You will coach agents, perform root cause analysis, and drive Lean Six Sigma improvements across cross-functional teams.

The role emphasizes compliance with donor guidelines and audit trails while delivering dashboards and leadership reviews.

Qualificações

• 8–12 years in contact center operations with 4+ years in Training/Quality
• Experience in outbound sales or BFSI/fundraising preferred
• Strong Excel/Sheets analytics for quality metrics
• Lean Six Sigma certification is a plus

Responsabilidades

• Own QA framework, scorecards and weekly calibration for OTD and SIP calls.
• Run AI-assisted audits side by side with manual audits and validate AI accuracy.
• Own induction, product training, nesting/OJT, certification, and refreshers with separate learning paths for OTD and SIP.
• Turn audit insights into agent-level coaching plans, PIPs, and best-practice sharing from top performers.
• Run root cause analysis on complaints, escalations, drop-offs, and failed SIP mandates using Lean Six Sigma.
• Build quality and training dashboards and present weekly and monthly reviews to leadership.
• Link quality and training outcomes to OTD conversion, SIP conversion and retention, first-debit success, and CSAT.
• Ensure adherence to donor communication guidelines, consent norms, and audit trails.
• Partner with Ops, Sales, Product, CX, and Compliance, and hire, mentor, and develop QAs, Sr QAs, and Trainers.

Conhecimentos

Contact center exp

Quality assurance

Training/coaching

Lean Six Sigma

Excel/Sheets analytics

Stakeholder management

Communication

Problem solving under pressure

Formação

Lean Six Sigma certification

Ferramentas

Excel/Sheets

Descrição da vaga

• Quality ownership: Own the QA framework, scorecards, and weekly calibration for OTD and SIP calls, including fatal parameters (misselling, consent, mandate accuracy, data privacy).
• AI-assisted audits: Run AI and manual audits side by side, and validate AI accuracy regularly.
• Training lifecycle: Own induction, product training, nesting/OJT, certification, and refreshers, with separate learning paths for OTD and SIP.
• Coaching: Turn audit insights into agent-level coaching plans, PIPs, and best-practice sharing from top performers.
• RCA and process improvement: Run root cause analysis on complaints, escalations, drop-offs, and failed SIP mandates, using Lean Six Sigma to cut defects.
• Dashboards and reporting: Build quality and training dashboards, and present weekly and monthly reviews to leadership.
• Business impact: Link quality and training outcomes to OTD conversion, SIP conversion and retention, first-debit success, and CSAT.
• Compliance: Ensure adherence to donor communication guidelines, consent norms, and audit trails.
• Stakeholder and team leadership: Partner with Ops, Sales, Product, CX, and Compliance, and hire, mentor, and develop QAs, Sr QAs, and Trainers.
• Requirements: 8 to 12 years in contact center operations (4+ years in Training/Quality), outbound sales or BFSI/fundraising background preferred, strong Excel/Sheets analytics, and Lean Six Sigma certification as a plus.

Required Skills

Attitude and behavior in the workplace Attendance and Punctuality Ability to work/deliver under pressure Problem Solving Ability Communication