Quality Manager

Quality Strategy Development: Design and implement a comprehensive quality assurance strategy aligned with organizational goals and client requirements.
Monitoring and Evaluation: Oversee the monitoring of service delivery processes, conducting regular evaluations and audits to ensure compliance with established quality standards.
Data Analysis: Analyze quality performance metrics and trends, preparing detailed reports to inform decision-making and continuous improvement initiatives.
Team Leadership: Lead and mentor the quality assurance team, fostering a culture of quality and accountability throughout the organization.
Feedback and Improvement: Provide constructive feedback and coaching to employees based on quality assessments, and collaborate with training teams to address skill gaps.
Process Enhancement: Identify opportunities for process improvements and implement best practices to enhance service quality and operational efficiency.
Client Liaison: Serve as the primary point of contact for quality-related client inquiries, addressing concerns and ensuring alignment with client expectations.
Compliance Assurance: Ensure adherence to regulatory and industry standards, conducting regular compliance audits and implementing corrective actions as necessary.
Stakeholder Collaboration: Work closely with cross-functional teams, including Operations, Training, and Client Services, to drive quality initiatives and improvements.

Qualifications:
Bachelor’s degree in business administration, Quality Management, or a related field; master’s degree is a plus.
Proven experience in quality management, preferably within the BPO industry, with a minimum of [X] years in a leadership role.
Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
Excellent communication and interpersonal skills, capable of engaging effectively with all levels of staff and clients.
Familiarity with quality management frameworks (e.g., Six Sigma, ISO, CMMI) and quality assurance tools.