Quality Manager
Core
Lead transaction quality, manage QA resources, and drive continuous quality improvement initiatives for BPO operations.
Role type
Senior Quality Manager (BPO)
Builds
Quality frameworks, audit strategies, and error reduction programs for client-facing operations.
Domain
Business Process Outsourcing (BPO) / Quality Assurance
Required skills
Six Sigma, Lean, ISO/COPC/eSCM management, RCA, MSA, sampling strategies, SLA monitoring, team mentorship, stakeholder management
Preferred skills
Insurance domain knowledge, change leadership, numerical and analytical skills
Technologies
ISO, COPC, eSCM, Six Sigma, Lean
Responsibilities
Maintain process documentation and compliance with ISO standards; Manage sampling strategies, audits, and CTQ baselining; Conduct RCA and Measurement System Analysis (MSA); Drive process improvement and Six Sigma initiatives; Mentor QA and Operations teams to improve performance; Collaborate with clients and stakeholders to maintain strong relationships.
Seniority
Senior, hands-on IC with management responsibilities