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26/09 Ruchika Bhardwaj
Managing Partner/Founder at Workoid Consultants

Views:983 Applications:38 Rec. Actions:Recruiter Actions:4

Manager - Quality Assurance - Voice Process - BPO (8-14 yrs)

Delhi/NCR/Gurgaon Job Code: 496439

We are looking for a Manager Quality with a client with a global presence based at Gurgaon.


Location : Gurgaon

CTC : As per the Norm

Exp : Overall experience not less than 8-10 years with 5 years in QA/Quality related functions

Certification : Relevant Quality Control and/or Corporate Compliance, ASQ CQM/OE certification/Lean Six Sigma Green Belt Certified or Trained/ BB Trained or certified

TECHNICAL SKILLS : Very strong analytical skills, change management & program management skills; Experience driving Automation/Systemic QA processes Program/Change Management experience in enabling a culture of Consumer Experience in Operations processes / Experience applying Speech Analytics technology

Working Conditions : 2pm - 11pm and 5pm - 2 am , should be flexible to work in both shifts

Role Purpose

The Manager - Quality Assurance, reports to the Sr. Manager/AVP - Global Quality Assurance. This position will lead the Quality Assurance function for all applicable Company geographies including - U.S., India & Costa Rica. Responsibilities include managing the voice and back office QA function & driving the global QA vision, formulating QA deployment strategies, planning & managing support functions and Company conformance to defined quality standards. This position includes the responsibility for all aspects of performance management (setting expectations, observing, coaching, counseling and rewarding); performance metrics and tracking and supporting an engaged and collaborative team environment. As a key leader, the Manager is also responsible for sharing best practices & process improvement ideas across teams and sites, identifying, analyzing and implementing solutions that drive results.

Key Responsibility

- Develop and implement quality management strategy and plans, including resource, systems, timescales, to support, contribute, and integrate with the organization's business plan and long term strategy. Lead and relate to diverse Global QA team to meet critical time-sensitive goals.

- Monitor & report performance according to business established quality standards. Provide feedback to support business coaching/feedback efforts.

- Develop, maintain & audit QA policy, procedures & processes. Possess comfort and confidence in interacting positively with Sr Mgmt stakeholders.

- Integrate new technologies, specifically Speech Analytics & Automation/Systemic QA tools such as SAS, to evolve the scope and impact of the QA department.

- Evolve the QC role, while also supporting development of team members into roles needed to further vision and impact of QA, specifically Data Analysts, Process Specialists, et al.

- Develop & drive a robust interaction model with key business partners with a view to achieve balanced and collaborative decisions that impact business quality strategy & performance

Mgmt of direct reports # 2 - 3


- Should have team handling experience. Will have a team of 20 QA's & 3 TL's or AMs

- Experience in Compliance, Quality Assurance & Transactional Quality is must

- Should have been trained in GB or Six Sigma and should have done projects using these tools.

- Excellent communication skills

- Voice experience is mandatory

- Preferably Client facing experience

If the above role excites you, Kindly share your updated Photo Word (Doc) resume with the below mentioned details

Ok with the same 2pm - 11pm and 5pm - 2 am :
Current Residence Location :
Current Shift timings :
Total Exp :
Certifications in Quality with yrs :
Is your current role in Transactional Quality (Pls specify) :
Exp in Collections Quality if any :
Current Process (Voice / Backend/ Blended, if blended, pls specify % of voice) : :
Team Handling role (Yrs) :
Current Direct Reportees on Papers :
Current Organization :
Current Desgn :
Hierarchy in your current organization :
Current CTC (Fixed + Variable) :
Expected CTC :
Notice Period :
Min NP you will be required to serve (Buyout options, Leaves etc) :
DOB & Age :

Please feel free to connect for any further clarifications.


This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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