Transactional Quality Manager - International BPO/Voice Process

We are looking for an experienced Transactional Quality Manager to lead and enhance quality processes for international voice operations. The ideal candidate must be currently working as a Manager Quality or a Deputy Manager Quality (on paper) in an international BPO setup. A solid understanding of international voice processes and QA methodologies is essential.

Key Responsibilities:

- Lead transactional quality audits for international voice processes ensuring compliance with client and internal quality standards.

- Manage a team of Quality Analysts; monitor performance, mentor and upskill team members.

- Identify gaps in performance and work with Ops & Training teams to implement corrective actions.

- Engage with clients for calibration sessions, quality reviews, and process improvement discussions.

- Drive continuous improvement initiatives using RCA, Six Sigma, and other quality tools.

- Develop and share actionable insights via regular reports and dashboards.

- Ensure all SOPs, audit sheets, and quality frameworks are updated and followed diligently.

Requirements:

- 6+ years in the BPO industry, with at least 2+ years as a Quality Manager or Tenured Deputy Manager (on paper) in an international voice process.

- Must have experience managing quality in international voice processes (US/UK/ANZ).

- Excellent written and verbal communication skills to interface effectively with clients and internal teams.

- Strong in data analysis, RCA, process mapping, and quality metrics.

- Familiarity with tools such as NICE, Verint, Calabrio, or similar; MS Excel and PowerPoint expertise required.

- Six Sigma Green Belt / Lean / COPC or other quality frameworks.

- Candidates currently working as a Manager Quality or a Deputy Manager Quality (on paper) in an international BPO.

- Experience must include international voice processes.

- Candidates willing to relocate are encouraged to apply.