Senior Quality Manager

The Senior Quality Manager is responsible for ensuring that service delivery consistently meets client expectations, contractual requirements, and organizational quality standards. This role leads the quality strategy across BPO operations, driving service excellence, customer experience, operational efficiency, and continuous business improvement.The Senior Quality Manager provides strategic direction for quality governance, performance improvement, process optimization, and quality team development. The role requires strong data-driven decision-making, cross-functional collaboration, stakeholder management, and the ability to translate quality insights into sustainable operational improvements.Key ResponsibilitiesEstablish, coordinate, implement, and continuously improve the Quality Management System across BPO operations.Lead the overall administration and governance of quality processes and standards.Liaise with clients, external partners, and relevant stakeholders on quality-related matters.Conduct regular management reviews and ensure continuous improvement of quality processes.Identify opportunities for process and performance improvement and lead the implementation of improvement initiatives.Collaborate with operational and process leaders to identify improvement opportunities and develop actionable improvement roadmaps.Ensure effective implementation and closed-loop management of internal audit practices and corrective actions.Establish and monitor quality targets to ensure operational performance meets defined standards.Develop and continuously update organizational quality strategies in alignment with legal, regulatory, client, and business requirements.Lead and develop Quality team members through structured skills development and capability-building programs.Drive a culture of continuous improvement, operational excellence, and accountability across Quality teams.Support effective collaboration across multiple sites and business functions to ensure consistent quality standards and service delivery.Qualifications & RequirementsBachelor’s degree in any field or equivalent relevant work experience.Minimum 2 years of experience as a Quality Manager or Senior Quality Manager within a BPO environment; minimum 3 years of relevant experience for candidates from non-BPO environments.Excellent English communication skills, both written and verbal, with C1 or C2 proficiency.Strong proficiency in Microsoft Office, Google Workspace (Gmail, Slides, Sheets, Docs, Drive), and other relevant business and communication tools.Strong working knowledge of quality management tools and Transaction Monitoring.Highly analytical, strategic, and detail-oriented, with strong problem-solving and decision-making capabilities.Strong presentation and communication skills, with the ability to communicate effectively with all levels of management and clients.Demonstrated ability to lead and manage new initiatives while maintaining existing operational requirements and performance standards.Excellent time management, organizational, and prioritization skills.Strong leadership capabilities, with proven ability to develop and manage teams across multiple sites.Strong stakeholder management skills and the ability to build effective working relationships with internal and external stakeholders.Six Sigma Green Belt certification or higher is an advantage.