Quality Assurance Manager || Manager Quality

Manager- Quality

International BPO in Gurgaon

Location: Gurgaon | Rotational Shifts

• Notice Period: 15–30 days
• Working Days: 5 days/week
• Transport: One-way cab provided

Must be working as Quality Manager on Papers

Role Overview

As the Quality Leader, you will own delivery and governance of the Quality program, drive client engagement, and lead a team of QTLs & Analysts to ensure excellence in performance, compliance, and continuous improvement.

Key Responsibilities

• Lead overall Quality governance across client engagements and forums
• Drive performance reviews, RCA frameworks, and dispute management
• Conduct executive-level deep dives and convert insights into improvement plans
• Review escalations and complex cases to identify systemic issues
• Recommend policy, workflow, and training improvements
• Proactively identify and mitigate quality risks
• Align with Operations, Training, WFM, Policy, Product, and Client teams
• Build a culture of critical thinking, data-driven decisions, and continuous improvement
• Mentor QTLs & Analysts for strong analytical rigor and client experience

Key Skills & Knowledge

• Client Leadership: Stakeholder management, executive communication, data storytelling
• Advanced RCA & Analytics: Deep dives, trend analysis, actionable insights
• Policy & Governance: Calibration, dispute management, policy interpretation
• People Leadership: Team development, cross-functional collaboration, program governance

Ideal Experience

• 8+ years overall experience
• 3+ years in Quality, Analytics, Risk, Trust & Safety, Compliance, or Investigations
• Strong client-facing exposure with senior stakeholder presentations
• Expertise in RCA, dispute management, policy governance, and business improvement
• Six Sigma Green Belt / Black Belt preferred
• Graduate in any discipline

Interested Candidates can mail their cv at [Confidential Information]