Quality Manager - BPO

We are seeking a highly experienced and strategic Quality Manager with a strong background in Pensions to lead and elevate our quality function. The ideal candidate will drive a culture of excellence across operations, spearhead quality assurance frameworks, and provide insights to improve customer satisfaction and operational effectiveness.

Key Responsibilities:

- Establish and foster a culture of quality throughout the organization.

- Define, implement, and govern QA strategies, frameworks, and best practices.

- Ensure compliance with internal and external quality standards.

- Identify key areas affecting customer experience and business KPIs.

- Provide strategic direction and thought leadership to address these opportunities.

- Drive Quality DNA initiatives including training, testing, and certification programs.

- Lead analytics and productivity enhancement projects.

- Prepare and present detailed analyses and trends on critical metrics.

- Maintain dashboards to track progress against program goals and operational benchmarks.

- Promote a culture of structured problem-solving and data-driven decision-making.

- Implement countermeasures to address barriers to business goal achievement.

- Develop effective mechanisms for process deployment.

- Conduct periodic benchmarking to maintain industry competitiveness.

- Analyze existing process data to detect bottlenecks, risks, inefficiencies.

- Prioritize and execute projects to reduce risk and drive improvements.

- Track and report daily operational trends and anomalies.

- Provide short-term and long-term insights, comparing outcomes against set goals.

- Evaluate the effectiveness of quality initiatives and recommend enhancements.

Key Requirements:

- 6 to 8+ years of relevant experience in BPO Quality Management, with strong exposure to the Pensions domain.

- Proven track record of developing and managing quality frameworks in a high-volume service environment.

- Strong analytical and presentation skills, with the ability to translate data into business decisions.

- Experience with process improvement methodologies is a plus.

- Excellent communication and stakeholder management skills.