Quality Manager

Job Description

Deputy Manager

• Maintain process documentation and compliance with ISO standards.
• Manage sampling strategies, audits, and CTQ baselining.
• Conduct RCA and Measurement System Analysis (MSA).
• Drive process improvement and Six Sigma initiatives.
• Facilitate quality-related trainings and best-practice sessions.
• Collaborate with BBs/QAMs on projects and initiatives.
• Ensure timely reports, updates, system entries, and project deliverables.
• Promote adherence to quality, discipline, and process standards.

Group Manager

• Lead transaction quality and ensure SLA, risk, and quality compliance.
• Drive error reduction and continuous quality improvement.
• Define and monitor quality metrics, targets, sampling, and calibration standards.
• Manage QA resources, performance, and quality frameworks.
• Review audits, sampling strategies, and Quality Standards.
• Drive Six Sigma, Lean, and other quality improvement initiatives.
• Mentor QA and Operations teams to improve performance.
• Support migrations through baselining and QA setup.
• Conduct skip-level meetings and quality training initiatives.
• Collaborate with clients and stakeholders to maintain strong relationships.
• Mentor Yellow Belt/White Belt projects and drive QNS initiatives.

Qualifications

• Graduate/Post Graduate in any stream
• Must have at least 4-6 years of managerial experience in a BPO setting
• Must be proficient in quality tools and management systems (ISO/COPC/eSCM)

Additional Qualification

• Strong written, verbal, and technical communication skills.
• Knowledge of insurance concepts.
• Detail-oriented with strong numerical and analytical skills.
• Ability to work in a fast-paced, high-pressure environment.
• Strong prioritization, time management, and organizational skills.
• Effective people management and performance management skills.
• Strong change leadership and decision-making abilities.
• Innovative and solutions-oriented mindset.
• Excellent relationship, interpersonal, and client management skills.
• Strong planning, organizing, and execution skills.

Additional Information

Benefits and Company Perks:

• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves