Quality Manager
- IntouchCX
- 5 - 8 years
- Hyderabad
- 4 days ago
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Job Description
Job Title: Quality Manager
Experience Required: Minimum 3 years (Quality AM / Manager level)
Location: Hyderabad
About the Role
The Quality Manager is responsible for improving service quality and customer satisfaction. This role involves managing the QA team, monitoring performance, analyzing quality data, and working closely with internal teams and clients to meet quality targets.
Key Responsibilities
- Lead and manage the QA team to ensure good quality delivery
- Coach and support team members to improve their performance
- Conduct calibration sessions and quality reviews
- Create and maintain quality processes, standards, and scorecards
- Monitor KPIs such as Quality, CSAT, NPS, AHT, and response times
- Analyze quality data and share reports with stakeholders
- Identify gaps and work on improvement plans
- Ensure process compliance and data security
- Handle audits, deep dives, and special quality projects
- Use root cause analysis to fix recurring issues
Skills Required
- Strong communication skills (verbal and written)
- Good knowledge of quality frameworks and QA processes
- Strong data analysis and reporting skills
- Team handling and leadership experience
- Good knowledge of MS Excel, PowerPoint, and Word
- Ability to work in a fast-paced environment
Qualifications
- Graduate / Postgraduate
- Minimum 3 years of experience in a Quality AM role (Customer Support / Tech Support)
- Voice process experience is mandatory
- Six Sigma Green Belt is an added advantage
If interested, please help me with your cv at an***********u@in******x.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Six Sigma Green Belt Quality Management International Voice International BPO
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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