Quality Manager

Role and key responsibilities:

• Team Leadership & Management: Lead, manage, and mentor a team of Quality Analysts and QA Leads, providing coaching and development to ensure consistent and strong quality performance.
• Quality System Implementation: Develop, implement, and drive quality management systems (QMS) and processes to ensure compliance with client and industry standards.
• Performance Analysis & Improvement: Analyze quality and performance trends, aggregate audit findings, and provide actionable insights to identify and resolve quality issues and drive business KPIs.
• Stakeholder Collaboration: Develop strong working relationships with business stakeholders, both internal and external, to collaborate on improvement action plans.
• Metric Reporting: Track and maintain accurate metrics for direct reports and overall team performance, and present findings in management reviews.
• Problem-Solving: Utilize methodologies such as Six Sigma, COPC, or PDCA to identify root causes and implement solutions for process and agent-level improvements. 

Key Skills & Knowledge

• Analytical & Problem-Solving Skills: Strong ability to analyze data, interpret trends, and use various tools and methodologies to solve problems effectively.
• Communication Skills: Excellent verbal and written communication skills to present findings, coach team members, and collaborate with stakeholders.
• Technical Proficiency: Ability to work with Microsoft Office Suite (Word, Excel, PPT) and interpret data for decision-making.
• Quality Certifications: Desirable to have certifications like Six Sigma Green Belt. 

Educational qualification – Graduation