Job Description

Description:

• Design and implement comprehensive quality assurance frameworks to ensure consistent, high-standard customer interactions across all channels.

• Lead a team of quality auditors and supervisors, providing strategic direction, coaching, and performance management to ensure excellence in execution.

• Lead root cause analysis and develop targeted corrective action plans to address performance gaps and systemic issues.

• Champion continuous improvement initiatives using Lean, Six Sigma, and Kaizen methodologies to enhance service delivery and operational efficiency.

• Identify and resolve process inefficiencies, recommending strategic enhancements that elevate customer experience and streamline operations.

• Oversee multiple lines of business, partnering closely with operations to ensure quality targets and client requirements are consistently met.

• Develop and deliver insightful quality performance reports to senior leadership, highlighting trends, risks, and opportunities for improvement.

• Manage internal and external audits, ensuring thorough documentation, compliance, and timely resolution of findings.

• Ensure full compliance with regulatory standards and internal policies, maintaining a culture of accountability and excellence.

• Present quality performance metrics and strategic insights to executive clients, fostering transparency and alignment with client expectations.

• Serve as the primary liaison for client quality-related matters, proactively addressing concerns and ensuring satisfaction.

• Facilitate regular client reviews, providing clear reporting and actionable recommendations to strengthen partnerships.

• Translate client feedback into strategic quality initiatives, driving measurable improvements in service and satisfaction.

• Collaborate cross-functionally with stakeholders in Operations, HR, IT, and other departments to align quality goals with broader organizational objectives.

Requirements:

• Minimum of 2 years’ experience as a Senior Quality Manager

• 5–10 years of experience in the BPO industry

• At least 5 years of experience in a Quality or Customer Experience role within a BPO setting

• Background in healthcare (preferred)

• Lean Six Sigma training or certification (preferred)

• Willingness to work on-site

• Proven experience in stakeholder management at senior and executive levels, including relationship building

• Strong communication and interpersonal skills

• Demonstrated ability to manage multiple lines of business in a Senior Quality Manager capacity

• Strong analytical skills and the ability to translate data into actionable insights

• Demonstrated experience in strategic action planning and execution

Qualification Required

• College Graduate