International BPO
Website:
internationalbpo.net
Job details:
✨ Manager- Quality
International BPO in Bengaluru/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 simmi@hiresquad.in
Click on Apply to know more.
