The Quality Manager for an International Voice Contact Center is responsible for overseeing and ensuring the highest level of customer service quality in interactions. This role involves leading a team of quality analysts, conducting audits, providing feedback, and driving continuous improvement initiatives to enhance the customer experience and operational efficiency. Expertise in Six Sigma or similar quality methodologies, and a strong focus on continuous improvement, operational excellence, and stakeholder engagement.Manager-Quality CC

Job Description:
The Quality Manager for an International Voice Contact Center is responsible for overseeing and ensuring the highest level of customer service quality in interactions. This role involves leading a team of quality analysts, conducting audits, providing feedback, and driving continuous improvement initiatives to enhance the customer experience and operational efficiency. Expertise in Six Sigma or similar quality methodologies, and a strong focus on continuous improvement, operational excellence, and stakeholder engagement.

Key Responsibilities:
 Lead and manage the Quality Assurance (QA) function for inbound voice processes.
 Build, mentor, and lead a high-performing team of QA analysts and specialists.
 Develop and maintain QA frameworks, scorecards, audit tools, and feedback systems.
 Monitor and manage key inbound contact center metrics, including: First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction(CSAT), Net Promoter Score (NPS), Call Quality Scores, Call Abandonment Rate, Accuracy & Compliance Scores
 Analyze audit results to identify performance trends and process gaps.
 Implement Root Cause Analysis (RCA) and lead Corrective & Preventive Action (CAPA) initiatives.
 Apply Six Sigma tools and methodologies (DMAIC, SIPOC, Pareto, Fishbone, etc.) to streamline QA processes and reduce variation.
 Drive continuous improvement projects focused on enhancing agent performance, customer experience, and operational efficiency.
 Conduct regular calibration sessions to ensure consistency in evaluations across teams.
 Manage stakeholder relationships across Operations, Training, Workforce Management, and Client Teams to align on quality goals and process improvements.
 Build and maintain QA dashboards and analytics reports for internal leadership and client presentations.
 Ensure adherence to all regulatory guidelines, quality standards, and customer expectations, especially for US-based processes.

Required Qualifications:
 Bachelor’s degree in any discipline
 8–10 years of experience in QA for contact centers, with at least 3 years in a leadership or managerial role.
 Demonstrated experience in leading teams and managing internal/external stakeholders in a fast-paced environment.
 Strong knowledge of contact center metrics, QA methodologies, and performance improvement frameworks.
 Proficient in Six Sigma (Green Belt or higher preferred).
 Experience with process improvement, change management, and project implementation.
 Hands-on experience with QA platforms, CRM tools, and reporting systems.
 Excellent communication, leadership, interpersonal, coaching, and analytical skills.

Key Competencies:
 Attention to detail
 Strategic thinking
 Customer-focused approach
 Leadership and motivational skills
 Adaptability and resilience
 Effective communication and feedback
 Analytical thinking
 Problem-solving orientation

BLR, Surya Wave BuildingIndia