Quality Manager

TP; Kolkata District; On-site; INR 600,000 - 900,000; Full time

Job summary

TP in Kolkata invites a senior Quality Manager to develop and implement comprehensive quality control processes for service delivery and to lead a team of quality professionals. You will drive standards, supervise daily operations, and ensure adherence to industry norms.

You will conduct audits, collaborate with cross-functional teams to resolve customer issues, analyze data to spot trends, and shape quality policies and procedures to sustain high performance.

Qualifications

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

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 business objectives.
• Conduct regular audits and assessments to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams to resolve customer complaints and enhance overall customer satisfaction.
• Analyze data and metrics to measure performance and identify trends for improvement.
• Develop and maintain quality policies and procedures to ensure compliance with industry standards.

Skills

Quality management

Leadership

Data analysis

Communication

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 business objectives.
• Conduct regular audits and assessments to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams to resolve customer complaints and enhance overall customer satisfaction.
• Analyze data and metrics to measure performance and identify trends for improvement.
• Develop and maintain quality policies and procedures to ensure compliance with industry standards.

Job Requirements

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