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Known BPO brand, metro location, mid-level generalist title and common skillset drive high applicant competition.
RCA and quality governance are transferable, but BPO-specific client-facing quality nuances moderately limit cross-industry fit.
Explicit 4+ years, leadership requirement and mandatory RCA/Six Sigma and client-facing experience make screening strict.
Lead and manage a team of Quality Analysts to ensure quality, productivity, and client commitments are met.
Conduct Root Cause Analysis (RCA), review audit findings, dispute trends, and quality variances to identify systemic issues and improvement opportunities.
Partner with client stakeholders to present audit insights, RCA outcomes, and make business recommendations; drive calibration sessions and continuous improvement initiatives.
4+ years relevant experience with 5-8 years overall preferred.
2+ years experience leading teams in Quality, Analytics, Trust & Safety, Risk, or Investigations.
Strong proficiency in RCA methods (5 Why, Fishbone, Six Sigma), quality governance, and client-facing communication.
Graduation degree mandatory; Location: Gurgaon, India.
Experienced leader familiar with quality frameworks, policy interpretation, and quality governance in a client-facing environment.
Data-driven decision maker skilled in in-depth trend analysis and driving improvements through cross-functional collaboration.
Strong communicator capable of coaching teams and presenting structured insights to senior stakeholders.