Quality Manager

We are looking for an experienced Quality Manager to oversee quality functions, drive continuous improvement, and support the development of high-performing teams. In this role, you will be responsible for managing quality processes, analyzing performance and quality data, and implementing initiatives to improve service quality and operational efficiency. You will provide leadership and guidance to managers overseeing Quality Analysts while working closely with clients and stakeholders to ensure alignment with expectations and requirements.Key ResponsibilitiesEstablish and maintain quality assurance processes to evaluate BPO team performance against predefined KPIs and SLAs.Conduct regular audits, evaluations, and call monitoring to identify improvement areas and provide actionable feedback to team members.Analyze quality metrics and trends to identify patterns and proactively address potential service gaps.Collaborate with operational teams to identify process gaps, service deficiencies, and improvement opportunities.Lead initiatives to enhance operational efficiency, streamline processes, and optimize customer satisfaction.Implement action plans based on analysis and assessment outcomes to drive continuous improvement in service quality.Compile and analyze performance data and quality metrics to generate reports for senior management and clients.Provide data-driven insights and recommendations to support strategic decision-making.Provide guidance, leadership, and a positive work environment for managers leading Quality Analysts.Develop and execute strategies to enhance team members’ performance, knowledge, and skills.Collaborate with clients and stakeholders to align quality programs with their expectations and requirements.Maintain open communication with clients to address concerns, share progress, and provide regular updates.Ensure quality assurance practices adhere to industry regulations, compliance requirements, and data security protocols.RequirementsGraduate of any discipline.At least 2 years of experience as a Quality Manager or Senior Quality Manager in a BPO setting, or at least 3 years of relevant experience in a non-BPO environment.Excellent English oral and written communication skills (C1 or C2 proficiency).Highly computer literate, with proficiency in MS Office, Google Workspace (Mail, Slides, Sheets, Docs, Drive), and similar business and communication tools.Familiarity with different quality tools and strong working knowledge of transaction monitoring.Highly analytical, strategic thinker, and detail-oriented.Strong presentation skills.Demonstrated success in managing new initiatives while maintaining or meeting existing operational requirements.Excellent time-management and organizational skills.Strong leadership skills with the ability to develop and manage a team.Ability to build rapport and work effectively with all levels of management and clients.