Quality Manager

Wissenpro It Solutions; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Wissenpro It Solutions seeks a Quality Manager to lead BPO quality assurance in banking operations and training quality initiatives. The role emphasizes Lean Six Sigma, DMAIC project leadership, and strengthening client governance and CSAT/NPS/FCR metrics.

The ideal candidate has 8+ years in BPO quality, with hands-on experience in audits, calibration, KPI monitoring, and process improvements to deliver measurable business impact.

Qualifications

• 8+ years of experience in BPO Quality Assurance, Banking Operations, Transaction Quality, and Training Quality (T&TQ).
• Strong experience in Quality Team Management, Quality Audits, Calibration, Client Governance, SLA/KPI Monitoring, CSAT, NPS, FCR, Root Cause Analysis, and Process Improvement.
• Hands-on experience leading Lean Six Sigma / DMAIC projects, managing client escalations, developing quality teams, delivering measurable improvements.

Responsibilities

• Lead quality teams and drive QA initiatives across BPO operations.
• Perform quality audits and calibration to maintain standards.
• Monitor CSAT, NPS, FCR, and SLA/KPI metrics and report to clients.
• Lead Lean Six Sigma DMAIC projects and implement process improvements.
• Manage client escalations and ensure service quality commitments.

Skills

Quality management

Six Sigma

DMAIC

Root cause analysis

Client governance

KPI monitoring

CSAT/NPS

Job description

Quality Manager | BPO Quality | Banking | Six Sigma | Process Improvement

Quality Manager, BPO Quality Manager, Quality Assurance Manager, Transaction Quality, Training Quality, T&TQ, Banking Operations, Quality Management, Process Improvement, Lean Six Sigma, DMAIC, Quality Audits, Client Management, CSAT, NPS, FCR, SLA, KPI Management.

Hiring Quality Managers with 8+ years of experience in BPO Quality Assurance, Banking Operations, Transaction Quality, and Training Quality (T&TQ).

Candidates must have strong experience in Quality Team Management, Quality Audits, Calibration, Client Governance, SLA/KPI Monitoring, CSAT, NPS, FCR, Root Cause Analysis, and Process Improvement. Hands-on experience independently leading Lean Six Sigma / DMAIC projects, managing client escalations, developing quality teams, and delivering measurable improvements is essential.