Quality Manager – BPO | Call Center Operations Full Time

Job Title: Quality ManagerDepartment: Quality / OperationsIndustry: Call Center / BPO / HealthcareLocation:ZirakpurJob Type: Full-TimeBudget: 50-60kJob Overview:We are looking for an experienced and result-oriented Quality Manager to lead and manage the Quality Assurance team in a Call Center/BPO environment. The candidate will be responsible for monitoring quality standards, improving customer satisfaction, managing KPIs, and implementing process improvement strategies.Key Responsibilities:- Manage and lead the Quality Assurance (QA) team.- Monitor call quality, audits, and compliance standards.- Conduct call calibration sessions with Operations and QA teams.- Analyze customer interactions to improve service quality and customer satisfaction.- Develop and implement quality improvement strategies and SOPs.- Track and manage KPIs, performance metrics, and quality benchmarks.- Prepare MIS reports, quality dashboards, and performance analysis reports.- Coordinate with Operations teams for performance improvement plans.- Identify training needs and support skill enhancement initiatives.- Ensure adherence to company policies and process standards.Required Skills:- Strong leadership and team management skills.- Expertise in quality processes, audits, and KPI management.- Experience in call calibration and customer satisfaction improvement.- Strong analytical and problem-solving abilities.- Excellent communication and decision-making skills.- Proficiency in MIS reporting and performance analysis.Qualification:- Graduate/Postgraduate in any discipline.- Certification in Quality Management will be an added advantage.Experience:- Minimum 3–5 years of experience in Call Center/BPO Quality Management.- Preference for candidates from Healthcare, BPO, or Customer Service industries.Working Days:- 6 Days a Week