Manager- Quality Assurance India 10-12 years

Location: India
Discipline: Sales & Marketing
Job type: Permanent
Contact name: Jyothi Kumari

Contact email:
Job ref: 35603
Published: 23 days ago
Startdate: 27/10/2021

Position –   Manager- Quality Assurance

You will be responsible for driving continuous improvement for Transaction Quality and Delivery.


Location – India

Your future employer - a global data and insights firm, with delivery centers in Mumbai, Kolkata and Gurgaon. Our clients are spread across US, Europe, Asia Pacific and India. We are funded by a US based private equity fund.


Responsibilities –

  1. Managing Call Quality & Client related KPI's
  2. Evaluating effectiveness of TQ interventions
  3. Strengthening Quality management processes / framework to improve quality delivery
  4. Capturing accurately SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation
  5. Driving Process control & Compliance in addition to managing Audit requirements
  6. Providing crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires
  7. Providing quality floor support, feedback and refreshers
  8. Supporting the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted
  9. Handling data / data interpretation


Requirements -

  1. Certified Six Sigma Green Belt
  2. Good working knowledge of Transaction Quality systems, tools and technologies.
  3. Should understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively
  4. High level of maturity to handle people including but not limited to client, stake holders, peers etc.
  5. People Management skills
  6. Excellent Communication skills


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