mPokket - Quality Manager (7-9 yrs)

Job Overview:

The Quality Manager is a critical role responsible for overseeing and enhancing the quality assurance processes within our organization. This position ensures that all service delivery meets established standards and client expectations, while also driving continuous improvement initiatives to optimize operational efficiency and customer satisfaction. The ideal candidate will be a strategic thinker with strong analytical, leadership, and communication skills.

Key Responsibilities:

- Develop and implement a comprehensive quality assurance strategy that aligns with organizational goals and client requirements.

- Establish and maintain quality standards, policies, and procedures.

- Conduct regular assessments of service delivery through monitoring calls, reviewing interactions, and analyzing performance metrics.

- Ensure compliance with quality standards and identify areas for improvement.

- Utilize data-driven insights to evaluate and enhance quality performance.

- Lead, manage, and mentor the quality assurance team, providing guidance, support, and training.

- Foster a culture of continuous improvement and quality excellence.

- Conduct performance evaluations and provide constructive feedback.

- Provide detailed and constructive feedback to teams based on quality assessments.

- Prepare and present comprehensive reports for senior management on quality performance, trends, and improvement initiatives.

- Communicate quality-related information effectively to all stakeholders.

- Conduct thorough root cause analyses of quality issues and collaborate with operations teams to develop and implement effective corrective actions.

- Implement preventive measures to avoid recurrence of quality issues.

- Collaborate with training teams to integrate quality standards into training programs for new and existing employees.

- Ensure employees are well-versed in quality assurance processes and best practices.

- Identify and lead initiatives for process improvements to enhance service quality, efficiency, and customer satisfaction.

- Implement and monitor process changes to ensure effectiveness.

- Ensure that all processes are documented.

- Ensure adherence to industry standards, regulatory requirements, and internal policies related to quality assurance.

- Maintain up-to-date knowledge of relevant standards and regulations.

Qualifications & Skills:

- 7+ years of experience in quality assurance, with 2+ years in a Quality Manager role.

- Strong analytical and problem-solving abilities.

- Excellent verbal and written communication and interpersonal skills.

- Proficiency in quality management tools and methodologies (e.g., Six Sigma, ISO standards).

- Familiarity with operations metrics and performance indicators.

- Fluency in Telugu language is mandatory.

- Bachelor's/Master's degree in a relevant field.

- Experience with BPO, customer service or call center environments is must.

- Strong leadership capabilities.

- Ability to work in a fast-paced environment.

- Ability to manage multiple projects.