Assistant Quality Manager
- IntouchCX
- 4 - 7 years
- Hyderabad
- 6 months ago
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Job Description
Job Summary:
We are seeking a highly motivated and detail-oriented Assistant Manager Quality to join our BPO operations team. The role involves managing quality frameworks, driving continuous improvement initiatives, ensuring compliance with client and organizational standards, and leading a team of quality analysts to deliver excellence in customer experience.
Key Responsibilities:
- Lead and manage the Quality Assurance (QA) team to ensure adherence to quality standards across processes.
- Monitor calls, chats, and transactions to evaluate customer interactions against defined quality parameters.
- Provide actionable insights and feedback to operations teams to improve performance and customer satisfaction.
- Conduct calibration sessions with internal teams and clients to align on evaluation standards.
- Drive root cause analysis (RCA) for quality gaps and implement corrective/preventive actions.
- Develop and maintain quality dashboards, reports, and scorecards for leadership reviews.
- Train, coach, and mentor Quality Analysts to enhance their evaluation skills and business acumen.
- Partner with Operations, Training, and Workforce Management to ensure end-to-end process improvement.
- Ensure compliance with organizational and client SLAs, regulatory requirements, and best practices.
- Participate in client calls, Monthly/Weekly Business Reviews (MBR/WBR), and contribute to process improvement discussions.
Required Skills & Competencies:
- Strong knowledge of BPO quality frameworks, audit methodologies, and customer experience metrics (CSAT, NPS, FCR, AHT, etc.).
- Excellent communication, analytical, and problem-solving skills.
- Ability to manage multiple priorities and work in a fast-paced environment.
- Strong stakeholder management and client-facing skills.
- Proficiency in MS Office (Excel, PowerPoint) and quality reporting tools.
- Exposure to Six Sigma/Lean methodologies (preferred).
Qualifications & Experience:
- Graduate in any discipline (Commerce/Science/Engineering preferred).
- 57 years of total BPO experience, with at least 23 years in Quality Assurance.
- Prior experience in managing a team of Quality Analysts is mandatory.
- Certifications such as Six Sigma Green Belt (preferred but not mandatory).
Key Attributes We Value:
- Eye for detail and passion for customer experience.
- Leadership with empathy and accountability.
- Process-oriented with a continuous improvement mindset.
- Collaborative team player with adaptability in a global work culture.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Quality Audit Call Audit Call Monitoring QC Tools Call Calibration
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