Senior Manager Quality Operations

Job Description: Senior Manager Quality & Operations

Job Title: Senior Manager Operations & Quality
Department: Operations
Reporting To: Vice President – Operations
Work Location: Gurgaon

Experience: Minimum 8-12 years in BPO Operations, with at least 3 years in a managerial role overseeing quality functions.

Position Overview:

The Senior Manager – Quality & Operations will lead large-scale BPO operations while ensuring the highest standards of quality and client satisfaction. This role is pivotal in aligning operational excellence with organizational goals and client deliverables. The candidate will be responsible for managing performance metrics, driving quality improvements, mentoring teams, and implementing strategic initiatives to optimize service delivery.

Primary Responsibilities:

Operations Leadership:

• Oversee day-to-day BPO operations, ensuring adherence to SLAs and KPIs,.
• Monitor and manage team performance to achieve operational goals such as productivity and efficiency.
• Drive process efficiency and ensure seamless delivery of services by implementing best practices.
• Proactively identify operational risks and develop mitigation strategies to ensure uninterrupted service delivery.

Quality Management:

• Design and implement a robust quality management framework to ensure process standardization and compliance.
• Conduct regular audits, calibrations, and reviews to maintain and improve service quality levels.
• Use analytics and insights to identify trends in performance gaps, implementing corrective and preventive actions.
• Promote a culture of quality through training, workshops, and performance coaching.

Strategic Initiatives:

• Lead projects aimed at process improvement, cost optimization, and service innovation.
• Partner with leadership to develop strategies that drive customer satisfaction and business growth.
• Introduce and manage automation tools and techniques to enhance operational efficiency.
• Foster a culture of continuous improvement through Lean, Six Sigma, or other methodologies.

Team Development & Mentorship:

• Build, mentor, and lead a team of managers, team leaders, and quality specialists.
• Identify training needs and facilitate skill enhancement programs for team members.
• Conduct regular performance evaluations and succession planning for key roles.
• Foster an inclusive and collaborative work environment to maximize employee engagement and retention.

Key Competencies & Skills:

• Operational Excellence: Strong knowledge of BPO processes, metrics, and service delivery.
• Quality Expertise: Proven track record of implementing quality frameworks (e.g., Six Sigma, ISO standards, or COPC).
• Leadership: Ability to inspire and lead large, diverse teams with a focus on achieving results.
• Strategic Thinking: Ability to align day-to-day operations with long-term business goals.
• Analytical Ability: Proficient in analyzing performance data to derive actionable insights.
• Technology Savvy: Familiarity with CRM tools, workforce management systems, and quality monitoring tools.
• Communication: Strong verbal and written communication skills, with an ability to present effectively at all levels.

Qualifications:

• Bachelor’s degree in Business, Management, or related fields (MBA preferred).
• Certification in Six Sigma (Green or Black Belt), Lean, or equivalent quality methodologies is a plus.
• Hands-on experience managing large-scale operations in a BPO environment, with exposure to domestic clients.

Kindly Call / Whatsapp: 9891502678