Manager I, Quality
Core
Drive continuous improvement for Training Quality (TQ) and delivery, manage call quality and client KPIs, and ensure process compliance.
Role type
Manager I, Quality
Builds
Quality frameworks, audit processes, and client reporting metrics
Domain
Business Services / Customer Engagement
Deliverable
dashboards & analysis
Required skills
T&TQ systems, data interpretation, process control, audit management, stakeholder communication, people management, FMEA framework design
Preferred skills
Analytical skills, ability to work in 24x7 environment, out-of-the-box process improvement ideas
Responsibilities
Manage Call Quality & Client related KPI's, Evaluate effectiveness of TQ interventions, Strengthen Training & Quality management processes, Accurately capture SLA/SLO metrics, Drive Process control & Compliance, Provide quality floor support and corrective training, Support cross process / location teams
Seniority
Manager I, hands-on leadership
