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Common BPO quality-manager role, metro location, and broad skill requirements raise competition.
Role requires BPO/contact-center quality and T&TQ expertise, limiting cross-industry transferability.
Moderate emphasis on T&TQ systems, audit experience, and people management increases shortlisting strictness.
Drive continuous improvement in Training Quality (TQ) and delivery by managing call quality and client-related KPIs.
Strengthen and customize training and quality management processes to improve delivery quality and meet SLA/SLO metrics for multiple clients.
Ensure compliance and process control including audit management, knowledge consistency through calibrations, quizzes and feedback, and provide quality floor support across processes and locations.
Graduation degree is mandatory.
Work Experience Required: Not explicitly mentioned in the JD.
Must have knowledge of T&TQ systems, tools, and technologies; strong data handling and analytical skills.
Flexible to work 24x7 including night shifts and weekends as per business needs.
Experienced in managing quality and training processes in a multicultural, multi-location environment.
Proven ability to design and implement process improvement initiatives such as FMEA framework.
Strong organizational, communication, and stakeholder management skills including handling clients and cross-functional teams.