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Protocol Intelligence
Data-driven signals on your job's competitivenessMid-level, generalist Quality manager in a metro BPO with a recognizable brand increases applicant competition.
Medium—skills transferable across service operations but tailored to contact-center quality and training contexts.
Medium—managerial skills and quality tooling required, Six Sigma preferred, but no explicit years mandated.
Job Description
Structured overview of role & requirementsAbout This Role
Drive continuous improvement and manage process quality and client-related KPIs for Transaction Quality and Delivery.
Lead and strengthen quality management processes, including quality control, compliance, and audit management.
Oversee training quality, including digital training adoption, maturity assessments, and ensuring consistent delivery aligned with client requirements.
Minimum Requirements
Graduate degree required.
Experience in people management and quality functions essential.
Must have knowledge of industry regulations, compliance requirements, and transaction quality systems.
Flexible to work 24x7 shifts including nights and weekends.
Ideal Candidate Profile
Experienced in managing cross-functional teams and working with multiple stakeholders including clients and peers.
Skilled in quality management frameworks, process improvement initiatives, and data-driven decision making.
Comfortable operating in a fast-paced environment requiring shift flexibility and audit-driven quality controls.