Quality Reviewer Manager

Outpace Consulting Services is seeking a Quality Reviewer Manager for a leading ITES company. This role leads the quality assurance team, ensuring high standards of service delivery and compliance. You'll design and implement quality monitoring processes, analyze performance data, and provide actionable feedback to boost productivity and customer satisfaction. The manager will oversee quality audits, coach reviewers, drive continuous improvements, and collaborate cross-functionally to align quality goals with business objectives. Strong leadership, analytical, and communication skills are essential.

Key Responsibilities:

• Team Leadership: Lead and motivate the quality assurance team, conducting reviews, training, and employee assessments.
• Quality Assurance: Design and implement quality monitoring processes, analyze performance data, and drive continuous improvement initiatives.
• Performance Management: Monitor team performance, manage delivery, quality, and exception handling, and conduct internal reviews.
• Client & Stakeholder Management: Manage client relationships end-to-end, deliver operational delight, and present meaningful dashboards to internal and external stakeholders.
• Risk & Transformation: Identify and manage potential risks, handle escalations, and drive transformation projects to meet business objectives.

Required Qualifications:

• Experience:8+ years of overall Contact Centre experience.
• 2+ years in Contact Centre Quality monitoring operations.
• 6+ months of collections experience.
• Prior experience in an Operations Leader role within a business-to-business collections / order-to-cash process.
• Proven experience in managing multiple client owners and delivering operational delight.
• Skills: Excellent verbal and written English communication skills.
• Strong analytical (Excel) and presentation skills; experience presenting dashboards to stakeholders.
• Demonstrated team handling, training, and motivation abilities.
• Work Environment: 100% Work from Office, Night Shifts applicable.
• Education: Any Graduate.

To Apply: For this position in Gurugram, you can apply directly via this link: https://outpace.in/job/quality-reviewer-manager/

Alternatively, you can WhatsApp Hi to +91 9151555419. Then, click Start to apply, select Other for location, and use Job Code #152 for Gurugram.