QA Manager

UnifyCX; Mangaluru; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

UnifyCX in Mangalore is seeking an experienced Quality Manager to oversee QA across BPO programs, guiding a team of QA analysts and trainers to uphold client SLAs and internal KPIs.

You will drive root-cause analysis, calibrations with clients, and continuous improvement initiatives, collaborating with Training, Operations and Client Services to enhance customer satisfaction.

Qualifications

• Bachelor's degree in a relevant field.
• 5+ years in QA or Operations within a BPO.
• 2+ years in a leadership capacity.
• Strong knowledge of QA methodologies and frameworks (COPC, Six Sigma, Lean).
• Experience mentoring QA Analysts or Leads.
• Ability to analyze performance metrics and drive improvements.
• Proficient with QA monitoring tools and MS Office.
• Excellent communication with internal and external stakeholders.
• Experience with voice and non-voice processes is preferred.
• Willingness to work flexible schedules including nights/weekends.

Responsibilities

• Oversee QA framework across BPO programs.
• Lead and manage a team of Quality Analysts and Trainers.
• Monitor metrics, identify trends, and provide insights to operations.
• Ensure compliance with client SLAs and internal quality benchmarks.
• Conduct root cause analysis and recommend corrective actions.
• Organize calibration sessions with internal teams and clients.
• Create and maintain QA scorecards, SOPs, audit forms, and dashboards.
• Collaborate with Training, Operations, and Client Services teams.
• Present quality trends in client meetings and business reviews.
• Drive continuous improvement and customer satisfaction.

Skills

Quality assurance

Leadership

Data analysis

Process improvement

Stakeholder management

Communication

Problem solving

Education

Bachelor's degree in Business Administration / Operations Management / Communications

Tools

NICE

Verint

Calabrio

MS Office (Excel, PowerPoint)

Job description

Job Title: Quality Manager (B2C Technical Support | Voice & Chat)

Location: Mangalore

Shifts: Rotational Shift including night shifts

Employment Type: Full-Time

What Will You Do?

The Quality Manager is responsible for overseeing the implementation and management of quality assurance standards across BPO operations. This role ensures that all processes align with client expectations, internal KPIs, and industry best practices. The Quality Manager leads a team of QA analysts, facilitates audits, drives process improvements, and collaborates with operations to enhance overall performance and customer satisfaction.

In This Role, You Will

• Develop, implement, and continuously improve the Quality Assurance (QA) framework across BPO programs.
• Lead and manage a team of Quality Analysts and Trainers (if applicable).
• Monitor performance metrics, identify quality trends, and provide actionable insights to operations teams.
• Ensure compliance with client SLAs, contractual obligations, and internal quality benchmarks.
• Conduct root cause analysis and recommend corrective actions for process or performance gaps.
• Organize and lead calibration sessions with internal teams and clients.
• Create and maintain QA scorecards, SOPs, audit forms, and reporting dashboards.
• Collaborate with Training, Operations, and Client Services teams to ensure alignment and knowledge transfer.
• Participate in client meetings and business reviews to present quality trends and improvement initiatives.
• Drive a culture of continuous improvement, customer satisfaction, and operational excellence.

Who Are You

To be considered, candidates are expected to have the following:

Required Qualifications

• Bachelor's degree in Business Administration, Operations Management, Communications, or a related field.
• 5+ years of experience in Quality Assurance or Operations within a BPO environment, with at least 2 years in a leadership or managerial capacity.
• Strong knowledge of quality assurance methodologies, tools, and frameworks (e.g., COPC, Six Sigma, Lean, etc.).
• Proven experience in managing and mentoring a team of Quality Analysts or QA Leads.
• Demonstrated ability to analyze performance metrics, identify trends, and drive process improvements.
• Proficient in QA monitoring tools and systems (e.g., NICE, Verint, Calabrio) and MS Office Suite, especially Excel and PowerPoint.
• Excellent verbal and written communication skills, with the ability to interact effectively with internal stakeholders and external clients.
• Strong problem-solving, decision-making, and root cause analysis skills.
• Experience in handling both voice and non-voice processes is preferred.
• Willingness to work in a flexible schedule, including night shifts or weekends, depending on business requirements.
• Client-facing experience is a strong advantage.

Preferred Qualifications

• Certification in Six Sigma (Green Belt or Black Belt) or COPC quality management standards.
• Experience working with international clients (e.g., US, UK, Australia) and managing multicultural teams.
• Familiarity with advanced QA and monitoring tools such as NICE, Verint, Calabrio, or similar platforms.
• Strong background in process improvement methodologies like Lean or Kaizen.
• Experience in data analytics and using BI tools for reporting and quality insights.
• Prior exposure to compliance and regulatory requirements relevant to specific industries (e.g., healthcare, finance, telecom).
• Excellent skills in stakeholder management and cross-functional collaboration.
• Ability to design and deliver training programs related to quality and customer experience.