Quality Manager

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

Job summary

TP in Mumbai seeks an experienced Quality Manager to develop and implement quality plans, audits, and coaching across call-center teams to uphold top service standards. You will analyze metrics and drive process improvements while ensuring ISO 9001:2015 compliance.

The role collaborates with cross-functional teams to promptly resolve customer issues and elevate customer satisfaction. Expertise in quality frameworks, strong communication, and data-driven decision making are essential to lead

Qualifications

• Proven experience in quality management, preferably in a BPO or call center setting.
• Strong knowledge of quality frameworks and methodologies, including ISO 9001:2015.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
• Ability to analyze complex data sets and develop actionable insights to drive business decisions.
• Strong problem-solving and decision-making skills, with the ability to think critically and creatively.
• Experience with quality management tools and software, such as Call Audit and Call Monitoring systems.

Responsibilities

• Develop and implement comprehensive quality plans to ensure high standards of service delivery.
• Conduct regular audits and assessments to identify areas for improvement and provide coaching and feedback to team members to enhance their skills and performance.
• Collaborate with cross-functional teams to resolve customer complaints and concerns promptly and professionally.
• Analyze data and metrics to measure the effectiveness of quality initiatives and make recommendations for process improvements.
• Provide training and development programs to team members on quality procedures and best practices.

Skills

Quality management

Communication

Data analysis

Problem solving

Coaching & feedback

Tools

Call Audit

Call Monitoring

Job description

Roles and Responsibility

• Develop and implement comprehensive quality plans to ensure high standards of service delivery.
• Conduct regular audits and assessments to identify areas for improvement and provide coaching and feedback to team members to enhance their skills and performance.
• Collaborate with cross-functional teams to resolve customer complaints and concerns promptly and professionally.
• Analyze data and metrics to measure the effectiveness of quality initiatives and make recommendations for process improvements.
• Provide training and development programs to team members on quality procedures and best practices.

Job Requirements

• Proven experience in quality management, preferably in a BPO or call center setting.
• Strong knowledge of quality frameworks and methodologies, including ISO 9001:2015.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
• Ability to analyze complex data sets and develop actionable insights to drive business decisions.
• Strong problem-solving and decision-making skills, with the ability to think critically and creatively.
• Experience with quality management tools and software, such as Call Audit and Call Monitoring systems.