Technotask Business Solutions - Manager - Quality Assurance

Job Overview:

We are seeking an experienced Quality Manager from the BPO industry with 8-10 years of proven expertise in driving quality assurance, process improvement, and compliance within large-scale operations. The ideal candidate will have strong exposure to call center/customer support processes, a solid understanding of quality frameworks, and the ability to lead and mentor quality teams to deliver operational excellence.

Key Responsibilities:

- Lead, manage, and oversee the Quality Assurance (QA) function across multiple BPO processes and client accounts.

- Develop, implement, and monitor quality frameworks, policies, and standards aligned with organizational goals and client requirements.

- Conduct regular quality audits, call monitoring, and transaction checks to ensure compliance with service-level agreements (SLAs) and customer experience benchmarks.

- Identify process gaps, provide actionable insights, and implement continuous improvement initiatives to enhance productivity and service quality.

- Collaborate with operations, training, and client-facing teams to address performance gaps and design improvement action plans.

- Analyze quality reports, prepare dashboards, and present insights to leadership teams and clients.

- Ensure compliance with regulatory and client-specific guidelines while maintaining process integrity.

- Drive root cause analysis and corrective action plans for quality deviations.

- Lead, train, and mentor quality analysts and executives to build a high-performing QA team.

- Introduce best practices in quality monitoring, calibration, and reporting to drive operational excellence.

- Act as a point of escalation for client queries and internal quality-related issues.

- Stay updated on industry standards, tools, and technologies to enhance BPO quality management.

Qualifications and Skills:

- (Master's preferred).

- 8-10 years of proven experience in Quality Assurance roles within the BPO sector (voice/non-voice).

- Strong knowledge of QA frameworks, compliance, and quality methodologies (Six Sigma, COPC, ISO standards preferred).

- Hands-on experience with call monitoring tools, CRM systems, and QA dashboards.

- Exceptional analytical and problem-solving skills with a data-driven mindset.

- Excellent communication, presentation, and stakeholder management skills.

- Strong leadership ability with experience managing and developing QA teams.

- Proven track record of driving process improvements and achieving client satisfaction.

- Certification in Six Sigma/Lean (preferred but not mandatory).

Preferred Attributes:

- Exposure to multiple BPO domains (Customer Support, Technical Support, BFSI, Healthcare, etc.).

- Ability to handle high-pressure environments and deliver within tight timelines.

- Strong interpersonal skills and a collaborative approach to cross-functional work.