Quality Manager – BPO | Call Center Operations

Job Title: Quality Manager Department: Quality / Operations Industry: Call Center / BPO / Healthcare Location: Zirakpur Job Type: Full-Time Budget : 50-60k Job Overview: We are looking for an experienced and result-oriented Quality Manager to lead and manage the Quality Assurance team in a Call Center/BPO environment. The candidate will be responsible for monitoring quality standards, improving customer satisfaction, managing KPIs, and implementing process improvement strategies. Key Responsibilities: Manage and lead the Quality Assurance (QA) team.

Monitor call quality, audits, and compliance standards. Conduct call calibration sessions with Operations and QA teams. Analyze customer interactions to improve service quality and customer satisfaction.

Develop and implement quality improvement strategies and SOPs. Track and manage KPIs, performance metrics, and quality benchmarks. Prepare MIS reports, quality dashboards, and performance analysis reports.

Coordinate with Operations teams for performance improvement plans. Identify training needs and support skill enhancement initiatives. Ensure adherence to company policies and process standards.

Required Skills: Strong leadership and team management skills. Expertise in quality processes, audits, and KPI management. Experience in call calibration and customer satisfaction improvement.

Strong analytical and problem-solving abilities. Excellent communication and decision-making skills. Proficiency in MIS reporting and performance analysis.

Qualification: Graduate/Postgraduate in any discipline. Certification in Quality Management will be an added advantage. Experience: Minimum 3–5 years of experience in Call Center/BPO Quality Management.

Preference for candidates from Healthcare, BPO, or Customer Service industries. Working Days: 6 Days a Week