Quality Assurance Manager

Foundever; Mumbai; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

Foundever in Mumbai seeks a senior QA leader to shape and elevate the quality assurance framework across client accounts. You will drive continuous improvement, oversee omni-channel monitoring, and champion data-driven decisions to enhance CX and operational efficiency.

You will coach and develop QA analysts, partner with Ops, Training, and WFM, and lead calibration sessions with clients to ensure uniform quality standards across programs.

Qualifications

• Bachelor's degree in business administration, quality management, or related field.
• 4–6 years total experience in a large-scale Contact Center/BPO.
• 3–4 years in a quality management role leading a team.
• Proficiency in quality monitoring tools and advanced Excel.
• Strong written and spoken English with executive-level communication.

Responsibilities

• Develop QA strategy, policies, and procedures aligned with client needs.
• Oversee omni-channel monitoring for compliance and empathy.
• Prepare QA reports, dashboards, and KPIs for stakeholders.
• Lead calibration sessions to ensure consistent guidelines across programs.
• Analyze CX data to identify trends and optimization areas.
• Perform RCA and implement CAPAs.
• Collaborate with Ops, Training, WFM to standardize workflows.
• Lead Lean/Six Sigma CI projects to reduce defects.
• Supervise and mentor QA team; deliver coaching feedback.
• Participate in client reviews and present quality initiatives.
• Incorporate client feedback into QA programs.
• Support talent development of QA staff.

Skills

Leadership

Coaching

Data analysis

Root cause analysis

Process improvement

English communication

Stakeholder management

Quality management

Education

Bachelor's degree in business administration or related field

Master's degree or relevant certifications

Tools

MS Excel

Quality monitoring tools

CRM systems

Ticketing systems

Job description

Lead and enhance the Quality Assurance framework for multiple client accounts at the assigned CX hub. Drive continuous improvement and cultivate excellence, ensuring consistent service quality, operational efficiency, and exceptional customer experience across diverse BPO processes through strong leadership and talent development.

Key Responsibilities:

I. Quality Management & Assurance:

• Develop & refine QA strategy, policies, and procedures aligned with multiple clients quality, performance, and customer satisfaction needs.
• Oversee/conduct omni-channel monitoring (calls, chats, emails) for process compliance, accuracy, and empathetic communication.
• Ensure adherence to defined operational standards & client-specific guidelines; conduct compliance audits.
• Prepare comprehensive QA reports, dashboards, and insights (KPIs, trends, root causes) for internal & client stakeholders.
• Lead internal & client calibration sessions for consistent quality guideline application across diverse programs.

II. Variation Management & Process Improvement:

• Analyze quality, efficiency, & CX data (FCR, AHT, NPS) to identify trends, performance variations, and optimization areas.
• Conduct in-depth Root Cause Analysis (RCA); implement Corrective & Preventive Actions (CAPAs).
• Collaborate with cross-functional teams (Ops, Training, WFM) to drive process improvements, standardize workflows, and reduce operational variations.
• Lead/participate in Lean, Six Sigma, & Continuous Improvement projects to reduce defects & enhance service quality.

III. Coaching & People Development:

• Supervise, mentor, and guide Quality Analysts/Coaches; foster a high-performance, data-driven, and CI-oriented QA team.
• Ensure effective coaching delivers impactful feedback to frontline agents, improving client metrics like FCR, NPS, & call quality.
• Collaborate on training development based on quality insights & account-specific policy/process changes.
• Contribute to the talent development & career growth of quality professionals.

IV. Client Relationship Management:

• Build & maintain strong client relationships; serve as primary contact for all QA discussions
• Actively participate in Weekly & Monthly Business Reviews with the client, presenting quality performance and strategic initiatives.
• Solicit & integrate client feedback into QA programs & improvement efforts.

Preferred candidate profile

Qualifications:

• Education: Bachelors degree in business admin, Quality Management, or related field. Master's degree or relevant certifications (e.g., Lean Six Sigma Green/Black Belt, COPC, ASQ) preferred.
• Experience: Minimum 4-6 years overall within a large-scale Contact Center/BPO. Of which a minimum of 3-4 years in a Quality Management role, directly leading a team.
• Technical Skills: Proficiency in Quality Monitoring tools; Advanced MS Excel for data analysis & reporting; Familiarity with common BPO CRM/ticketing systems.
• Soft Skills: Excellent verbal & written English communication; Exceptional leadership, coaching, & mentoring; Strong problem-solving & critical thinking; Adaptable in fast-paced environments; High attention to detail & results-driven; Strong interpersonal skills