Assistant Quality Manager - International Process

We are Hiring!!!

Location : Hyderabad (Gochibowli DLF)

Assistant Quality Manager Customer Service Operations (International Process)

Job Summary:
We are hiring an Assistant Quality Manager for an International Customer Service Process. The role involves driving quality performance, process compliance, customer experience, and continuous improvement initiatives. Candidates with Team Leader tenure on paper and strong Quality exposure are also encouraged to apply.

Key Responsibilities:

• Manage quality programs and support process improvement initiatives.
• Manage and mentor a team of Quality Analysts.
• Conduct audits, calibrations, and performance reviews to ensure adherence to quality standards.
• Analyze trends, identify gaps, and drive corrective action plans.
• Partner with Operations, Training, and Client stakeholders to improve CSAT and operational metrics.
• Prepare quality reports, dashboards, and presentations for leadership reviews.
• Coach and mentor Quality Analysts and frontline teams to enhance performance.

Requirements:

• 4-8 years of experience in International BPO Customer Service Operations.
• Experience in Quality Assurance, audits, calibration, RCA, and process improvement.
• Candidates with Team Leader tenure on paper can also apply.
• Strong analytical, stakeholder management, and communication skills.
• Proficiency in MS Excel and reporting tools.
• Knowledge of COPC, Six Sigma, or quality frameworks will be an added advantage.