Quality Manager

TP; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TP in India seeks a Quality Manager to develop and enforce quality control processes across service delivery. The role leads a team of quality professionals to raise operational excellence and customer satisfaction through audits, data analysis, and structured improvements.

The position emphasizes cross-functional collaboration, data-driven decision making, and implementing ongoing quality initiatives to sustain top performance across the organization.

Qualifications

• Proven experience in quality management, preferably in a BPO/Call Centre environment.
• Strong knowledge of quality control processes and procedures.
• Excellent leadership and communication skills.
• Ability to analyze data and make informed decisions.
• Strong problem-solving and conflict resolution skills.
• Experience with quality management tools and software.

Responsibilities

• Develop and implement comprehensive quality control processes to ensure high standards of service delivery.
• Lead and manage a team of quality professionals to achieve operational excellence.
• Conduct regular audits and assessments to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams to align quality objectives with business goals.
• Analyze data and metrics to measure performance and identify trends for improvement.
• Implement continuous improvement initiatives to enhance overall quality.

Skills

Quality management

Leadership

Audit

Data analysis

Process improvement

Cross-functional collaboration

Quality tools

Tools

Quality management software

Job description

Roles and Responsibility

• Develop and implement comprehensive quality control processes to ensure high standards of service delivery.
• Lead and manage a team of quality professionals to achieve operational excellence.
• Conduct regular audits and assessments to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams to align quality objectives with business goals.
• Analyze data and metrics to measure performance and identify trends for improvement.
• Implement continuous improvement initiatives to enhance overall quality.

Job Requirements

• Proven experience in quality management, preferably in a BPO/Call Centre environment.
• Strong knowledge of quality control processes and procedures.
• Excellent leadership and communication skills.
• Ability to analyze data and make informed decisions.
• Strong problem-solving and conflict resolution skills.
• Experience with quality management tools and software.