Kochar Infotech - Senior Manager - Quality

Description:

About the Role

We are looking for an experienced and strategic Senior Manager Quality to lead quality governance, drive continuous improvement initiatives, and ensure consistent delivery of benchmark-quality service across programs.

The ideal candidate will have strong experience managing quality teams, implementing process improvements, and collaborating with clients to achieve key performance metrics.

Key Responsibilities:

- Ensure the program consistently meets and exceeds benchmark Quality SLAs and all defined client parameters.

- Drive performance on key client metrics, including Upsell Quality, Customer Satisfaction (CSAT), and compliance scores.

- Plan, lead, and implement Quality Improvement Projects (QIPs) to enhance process efficiency and service delivery.

- Introduce and execute continuous process improvement methodologies to optimize agent performance and customer experience.

- Conduct regular team development activities, including coaching, capability building, and performance enhancement initiatives.

- Monitor quality trends, identify gaps, and implement corrective and preventive action plans.

- Interact with client stakeholders for business reviews, process updates, and quality improvement discussions.

- Prepare and present detailed quality dashboards, RCA reports, and insights for senior leadership.

- Handle any additional responsibilities assigned by top management to support business priorities.

Required Experience:

- 8- 10 years of experience in Quality Management within a BPO/Contact Center/Customer Experience environment.

- Minimum 3 - 4 years in a managerial or senior managerial quality role handling large teams.

- Proven experience in managing client-facing quality operations and improving CSAT & upsell quality metrics.

- Exposure to Lean/Six Sigma, continuous improvement frameworks, and quality compliance standards preferred.

Skills & Qualifications:

- Graduate or Postgraduate in any discipline.

- Strong analytical, problem-solving, and stakeholder management skills.

- Excellent communication, presentation, and team leadership capabilities.

- Proficiency in quality monitoring tools, reporting systems, and MS Office (Excel, PowerPoint).

- Ability to drive results in a high-performance and fast-paced environment