Manager-Quality CC

Sagility Limited; India; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Sagility Limited is seeking a Manager-Quality for its International Voice Contact Center. You will lead the QA function, cultivate a high-performing team of analysts, and drive continuous improvement to enhance customer experience and operational efficiency.

Experience with Six Sigma or similar quality methodologies and strong stakeholder engagement are essential to elevate service quality across global processes.

Qualifications

• Bachelor's degree in any discipline.
• 810 years of experience in QA for contact centers, with at least 3 years in a leadership or managerial role.

Responsibilities

• Lead and manage the QA function for inbound voice processes.
• Build, mentor, and lead a high-performing team of QA analysts and specialists.
• Develop and maintain QA frameworks, scorecards, audit tools, and feedback systems.
• Monitor and manage key inbound contact center metrics (FCR, AHT, CSAT, NPS).
• Analyze audit results to identify performance trends and process gaps.
• Implement RCA and CAPA initiatives.
• Apply Six Sigma tools to streamline QA processes and reduce variation.
• Drive continuous improvement projects focused on agent performance and customer experience.
• Conduct calibration sessions to ensure consistency in evaluations.
• Manage stakeholder relationships across Operations, Training, Workforce Management, and Client Teams.

Skills

QA leadership

Six Sigma

Stakeholder management

Quality metrics

Coaching and mentoring

Education

Bachelor's degree

Tools

QA platforms

CRM tools

Reporting systems

Job description

Job title

Manager-Quality CC

Job Description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. The Quality Manager for an International Voice Contact Center is responsible for overseeing and ensuring the highest level of customer service quality in interactions. This role involves leading a team of quality analysts, conducting audits, providing feedback, and driving continuous improvement initiatives to enhance the customer experience and operational efficiency. Expertise in Six Sigma or similar quality methodologies, and a strong focus on continuous improvement, operational excellence, and stakeholder engagement.

The Quality Manager for an International Voice Contact Center is responsible for overseeing and ensuring the highest level of customer service quality in interactions. This role involves leading a team of quality analysts, conducting audits, providing feedback, and driving continuous improvement initiatives to enhance the customer experience and operational efficiency. Expertise in Six Sigma or similar quality methodologies, and a strong focus on continuous improvement, operational excellence, and stakeholder engagement.

Key Responsibilities

• Lead and manage the Quality Assurance (QA) function for inbound voice processes.
• Build, mentor, and lead a high-performing team of QA analysts and specialists.
• Develop and maintain QA frameworks, scorecards, audit tools, and feedback systems.
• Monitor and manage key inbound contact center metrics, including: First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction(CSAT), Net Promoter Score (NPS), Call Quality Scores, Call Abandonment Rate, Accuracy & Compliance Scores
• Analyze audit results to identify performance trends and process gaps.
• Implement Root Cause Analysis (RCA) and lead Corrective & Preventive Action (CAPA) initiatives.
• Apply Six Sigma tools and methodologies (DMAIC, SIPOC, Pareto, Fishbone, etc.) to streamline QA processes and reduce variation.
• Drive continuous improvement projects focused on enhancing agent performance, customer experience, and operational efficiency.
• Conduct regular calibration sessions to ensure consistency in evaluations across teams.
• Manage stakeholder relationships across Operations, Training, Workforce Management, and Client Teams to align on quality goals and process improvements.
• Build and maintain QA dashboards and analytics reports for internal leadership and client presentations.
• Ensure adherence to all regulatory guidelines, quality standards, and customer expectations, especially for US-based processes.

Required Qualifications

• Bachelors degree in any discipline
• 810 years of experience in QA for contact centers, with at least 3 years in a leadership or managerial role.
• Demonstrated experience in leading teams and managing internal/external stakeholders in a fast-paced environment.
• Strong knowledge of contact center metrics, QA methodologies, and performance improvement frameworks.
• Proficient in Six Sigma (Green Belt or higher preferred).
• Experience with process improvement, change management, and project implementation.
• Hands-on experience with QA platforms, CRM tools, and reporting systems.
• Excellent communication, leadership, interpersonal, coaching, and analytical skills.

Key Competencies

• Attention to detail
• Strategic thinking
• Customer-focused approach
• Leadership and motivational skills
• Adaptability and resilience
• Effective communication and feedback
• Analytical thinking
• Problem-solving orientation

Location

BLR, Surya Wave BuildingIndia

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

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