Senior Quality Manager / BPO

Senior Manager Quality (BPO / Call Center)

Location: Delhi NCR
Work Mode: Work From Office
Experience: 8- 10 Years preferred in BPO / Call Center environment
Working Days: 6 Days Working
Shift: Rotational Shifts
Week Off: Rotational Week Off
Function: Quality, Performance & Operational Audit
Reporting To: Senior Management

About the Role

We are looking for an experienced Senior Manager Quality to independently evaluate the quality, performance, and operational effectiveness of our Call Center business.

Candidate will be responsible for reviewing Day-1 operational and business data, validating reported performance against actual call/CRM activity, identifying process gaps and revenue leakage, conducting root-cause analysis, and presenting actionable findings to senior management.

The ideal candidate should be comfortable working independently with CRM data, call recordings, MIS, dashboards, sales data and operational reports, and should have the maturity to challenge inconsistencies using facts and evidence.

Key Responsibilities

• Conduct daily deep-dive analysis of sales, calls, CRM opportunities, callbacks, follow-ups, dispositions, conversions, productivity and operational performance.
• Review previous-day (Day-1) performance and identify key exceptions, trends and business-impacting gaps.
• Validate CRM-reported activity against actual call recordings and supporting operational data.
• Identify missed/delayed follow-ups, callback/TAT failures, incorrect dispositions, premature closures, SOP deviations, lead/opportunity handling gaps and potential revenue leakage.
• Conduct both random and data-driven targeted call/process audits.
• Analyze performance patterns across agents, Team Leaders, shifts, products and processes.
• Perform detailed Root Cause Analysis (RCA) for recurring performance and process gaps.
• Connect operational findings with their potential business and revenue impact.
• Prepare a concise, evidence-based daily management audit report.
• Present findings directly to senior management and recommend corrective actions.
• Track recurring observations and verify whether corrective actions have been implemented and sustained.
• Escalate material risks, recurring failures and revenue-impacting issues with appropriate evidence.
• Maintain an independent and objective view of Call Center operations.

Candidate Profile

• 810 years of relevant experience in BPO / Call Center Quality, Process Excellence, Operational Excellence or Performance Management.
• Strong understanding of sales/revenue-driven Call Center operations.
• Experience beyond traditional call monitoring and QA scorecards.
• Strong analytical skills with CRM data, call data, MIS, dashboards and performance reports.
• Ability to correlate call recordings, CRM activity, sales performance and operational data.
• Strong RCA, investigation, process-audit and problem-solving capabilities.
• Ability to connect operational findings with business and revenue impact.
• Excellent communication and presentation skills.
• Confidence to question inconsistencies and challenge reported data using facts and evidence.
• Ability to work independently and maintain objectivity while interacting with senior management.
• Comfortable working in rotational shifts and rotational weekly offs.