Quality Manager - Operations

The Quality Manager – Operations is responsible for driving quality excellence across BPO operations by developing, implementing, and monitoring quality assurance frameworks, performance standards, and continuous improvement initiatives. This role ensures customer satisfaction, process compliance, operational efficiency, and the achievement of client-defined quality metrics.

Requirements

Key Responsibilities

1. Quality Management

• Develop and implement quality assurance strategies, processes, and standards across business operations.
  
• Monitor and evaluate customer interactions through call audits, transaction reviews, and process assessments.
  
• Ensure adherence to client requirements, internal policies, and regulatory compliance standards.
  
• Analyze quality trends and identify opportunities for performance improvement.
  

2. Team Leadership