Jobgether
Website:
jobgether.com
Job details:
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Performance Excellence in India.
In this role, you will be responsible for driving performance quality, operational excellence, and continuous improvement across customer-facing processes within a fast-paced service delivery environment. You will analyze performance data to identify key drivers, trends, and improvement opportunities that directly impact service quality and business outcomes. The position requires a strong blend of analytical thinking, quality management expertise, and stakeholder collaboration. You will lead calibration sessions, ensure adherence to quality standards, and support teams in achieving performance consistency. This role also involves preparing detailed reports and executive-level insights that guide strategic decisions. You will operate in a highly collaborative environment where your insights directly influence operational efficiency and customer experience improvements.
Accountabilities
- Analyze performance data to identify key drivers, trends, and opportunities that impact service quality and operational outcomes
- Lead calibration sessions and ensure quality teams consistently meet or exceed defined performance and compliance standards
- Deliver accurate and timely reports, dashboards, and visualizations aligned with business and project objectives
- Collaborate with business leaders, executives, and stakeholders to communicate insights and performance findings effectively
- Conduct root-cause analysis to identify performance gaps and recommend corrective actions and process improvements
- Develop and implement recommendations to improve policies, procedures, and operational efficiency
- Monitor compliance with established quality frameworks and audit procedures across teams and processes
- Provide detailed performance reporting for agents and programs, including statistical analysis and trend identification
- Maintain documentation of performance issues, corrective actions, and improvement initiatives
Requirements
- Minimum 5+ years of experience in a quality lead, performance analytics, or operational excellence role
- Strong understanding of quality management frameworks and performance improvement methodologies
- Excellent analytical and problem-solving skills with the ability to simplify complex data into actionable insights
- Advanced proficiency in MS Excel, PowerPoint, and Word for reporting and executive presentations
- Experience in preparing dashboards, reports, and presenting insights to senior stakeholders and leadership teams
- Strong written and verbal communication skills in English
- Ability to manage multiple priorities and work effectively in a fast-paced, change-driven environment
- Demonstrated ability to lead calibration sessions and ensure adherence to quality benchmarks
- Strong attention to detail with a structured and process-oriented mindset
Benefits
- Competitive compensation aligned with experience and market standards
- Opportunity to work in a global, fast-paced operational excellence environment
- Strong exposure to performance analytics, quality frameworks, and executive-level reporting
- Career growth opportunities within a large-scale customer experience organization
- Collaborative and inclusive work culture focused on continuous improvement
- Skill development opportunities in analytics, quality management, and stakeholder leadership
- Opportunity to directly impact operational efficiency and service quality outcomes
How Jobgether Works
We use an
AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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