Quality Manager - International Process

TP; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

TP in Hyderabad seeks a Quality Manager for International BPO Customer Service Operations. You will lead quality initiatives, manage QA teams, and drive continuous improvement to enhance customer experience.

The role requires 6-12 years in international BPO CS operations with strong quality management expertise, RCA, COPC, Lean Six Sigma, and stakeholder engagement. Advanced Excel and reporting skills are essential; assistants with tenure may apply.

Qualifications

• 6-12 years of experience in International BPO Customer Service Operations with substantial Quality management experience.
• Experience managing Quality teams and client-facing quality programs.
• Strong knowledge of Quality frameworks, RCA, COPC, Lean Six Sigma, and continuous improvement methodologies.
• Excellent stakeholder management, analytical, and presentation skills.
• Advanced proficiency in MS Excel and reporting tools.
• Candidates with Assistant Manager tenure on paper and relevant Quality management experience can also apply.

Responsibilities

• Lead and manage Quality Assurance teams across customer service operations.
• Drive quality performance through audits, calibrations, feedback, and improvement initiatives.
• Analyze quality trends, identify gaps, and implement corrective and preventive actions.
• Partner with Operations, Training, and Client stakeholders to improve CSAT, NPS, and operational KPIs.
• Conduct governance reviews and present quality performance to leadership and clients.
• Ensure compliance with process, regulatory, and client-specific requirements.
• Mentor and develop Quality leads and analysts to drive high performance.

Skills

Quality management

Stakeholder management

Analytical skills

Presentation skills

MS Excel

Continuous improvement

Job description

We are hiring!!!

Location: Hyderabad

Quality Manager Customer Service Operations (International Process)

Job Summary:

We are looking for a Quality Manager with proven experience in International BPO Customer Service Operations to lead quality initiatives, drive process excellence, and enhance customer experience. The ideal candidate will be responsible for managing quality teams, stakeholder engagement, performance improvement programs, and ensuring adherence to client and operational standards. Candidates with Assistant Manager tenure and strong Quality experience are also welcome to apply.

Key Responsibilities:

• Lead and manage Quality Assurance teams across customer service operations.
• Drive quality performance through audits, calibrations, feedback, and improvement initiatives.
• Analyze quality trends, identify gaps, and implement corrective and preventive actions.
• Partner with Operations, Training, and Client stakeholders to improve CSAT, NPS, and operational KPIs.
• Conduct governance reviews and present quality performance to leadership and clients.
• Ensure compliance with process, regulatory, and client-specific requirements.
• Mentor and develop Quality leads and analysts to drive high performance.

Requirements:

• 6-12 years of experience in International BPO Customer Service Operations, with substantial Quality management experience.
• Experience managing Quality teams and client-facing quality programs.
• Strong knowledge of Quality frameworks, RCA, COPC, Lean Six Sigma, and continuous improvement methodologies.
• Excellent stakeholder management, analytical, and presentation skills.
• Advanced proficiency in MS Excel and reporting tools.
• Candidates with Assistant Manager tenure on paper and relevant Quality management experience can also apply.