Quality Manager- Mumbai

Foundever; Mumbai; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Foundever seeks a results-oriented Quality Supervisor to lead the QA team at our India CX hubs, driving floor-level excellence and continuous improvement. You will mentor analysts, supervise QA processes, and ensure high standards across calls, chats, and emails to deliver outstanding customer experiences.

The role requires 3-4 years in a large-scale contact center/BPO and 12 years in senior QA or supervisory capacity, along with a Bachelor's in business admin or quality management.

Qualifications

• 3-4 years in large-scale contact center/BPO.
• 12 years in a senior QA or supervisory capacity, directly leading a team of analysts.
• Bachelor's degree in business admin, Quality Management, or related field.
• Certifications such as Lean Six Sigma Green/Black Belt, COPC or ASQ preferred.

Responsibilities

• Mentor and develop a team of Quality Analysts and Coaches.
• Oversee QA processes to ensure accuracy and efficiency across calls, chats, and emails.
• Drive continuous improvement initiatives and CAPA with Root Cause Analysis.
• Lead stakeholder engagement with Operations, Training, and WFM to improve performance metrics.

Skills

Quality Assurance

Call Monitoring

Omni-channel Monitoring

Excel

Root Cause Analysis

CAPA

Stakeholder Management

Education

Bachelor's in Business Admin

Quality Management

Tools

MS Excel

Job description

Role Overview:

We are seeking a results-oriented Quality Supervisor to oversee the daily execution of quality assurance frameworks for specific client accounts at our India CX hubs. This role is critical in driving floor-level operational excellence, reducing performance variation, and fostering a culture of continuous improvement through direct mentorship of the QA team. The Quality Supervisor ensures that all customer interactions meet the highest standards of accuracy and efficiency to deliver an exceptional customer experience.

Qualifications & Experience:

• Experience: Minimum 3-4 years overall in within a large-scale Contact Center/BPO. A minimum of 12 years in a senior QA or supervisory capacity, directly leading a team of analysts.
• Education: Bachelors degree in business admin, Quality Management, or related field.

Certifications (Preferred): Lean Six Sigma Green/Black Belt, COPC or ASQ. Behavioral Attributes: Results-oriented, detail-oriented, resilient, adaptable, customer-centric, high integrity, and a proactive self-starter.

Essential Skills & Competencies:

Customer Support & Domain Expertise: The candidate must possess deep BPO domain knowledge in managing quality for customer support operations of varying scales, complemented by an in-depth grasp of troubleshooting methodologies and customer journey mapping. This role requires proven expertise in Quality Assurance best practices, call quality monitoring tools, and omni-channel monitoring across calls, chats, and emails. Additionally, the ideal candidate will demonstrate proficiency in MS Excel for data analysis, reporting, and creating comprehensive QA dashboards, alongside high-level experience in conducting Root Cause Analysis (RCA) and implementing Corrective and Preventive Actions (CAPA).

Leadership & Management: The candidate should demonstrate a strong ability to lead, mentor, coach, and develop a team of Quality Analysts and Coaches. This includes proven experience in performance management, such as setting individual targets, conducting performance reviews, and driving measurable improvements. Excellent coaching skills are essential for providing impactful feedback that elevates agent performance across metrics like FCR, CSAT, AHT, and Quality Scores. Furthermore, the role requires a demonstrated ability in stakeholder management, fostering collaborative relationships with internal teams such as Operations, Training, and WFM.

Strategic & Analytical Thinking: The supervisor must possess problem-solving abilities, applying a structured and logical approach to resolve complex quality issues on the floor. A continuous improvement mindset is required to identify optimization opportunities and drive improvement initiatives. The candidate must also demonstrate the ability to execute quality strategies that remain strictly aligned with both client and organizational goals.

Communication & Interpersonal: This role demands excellent verbal and written communication skills in English to clearly and concisely present quality data and insights to diverse audiences. The candidate must possess a strong ability to influence stakeholders to adopt best practices, even without direct authority, while maintaining a highly collaborative approach to achieve shared objectives.