Assistant Manager– Quality

Job Title: Assistant Manager– Quality (Contact Centre)

Location: Pune

Department: Quality Assurance

Reports to: Operations Head

Experience Required: 10+ Years in Quality Assurance in a Contact Centre Environment

Job Summary

We are seeking a seasoned and quality-focused Assistant Manager – Quality to lead our Contact Centre quality assurance initiatives. The ideal candidate will have over 10 years of proven experience in a similar role, with deep expertise in designing quality frameworks, driving continuous improvement, and enhancing the overall customer experience through robust QA processes.

Key Responsibilities

Quality Management: Oversee and continuously refine the quality assurance framework across all customer interactions – voice, email, chat, and digital.

Monitoring & Audits: Analyse quality interactions of Operations team; ensure timely and effective call audits, evaluations, and reporting.

Process Improvement: Analyze audit results to identify trends and systemic issues. Work closely with operations, training, and compliance teams to drive process enhancements.

Feedback Mechanisms: Facilitate timely and constructive feedback loops with agents and team leaders; recommend targeted coaching based on audit findings.

Client & Stakeholder Management: Interface with clients (internal or external) to present quality insights, drive improvement plans, and ensure alignment with SLAs and KPIs.

Reporting & Analytics: Deliver regular dashboards, trend analyses, and quality performance metrics to leadership teams.

Compliance & Standards: Ensure adherence to organizational and regulatory quality standards (e.g., ISO, COPC, etc.).

Team Development: Coach and mentor team members, promoting a culture of continuous learning and improvement.

Key Requirements

Minimum of 10 years of experience in Quality Assurance within a Contact Centre/BPO/KPO setup.

At least 5 years in a team lead or assistant manager capacity.

Strong knowledge of quality tools and methodologies (e.g., Six Sigma, COPC, Root Cause Analysis).

Proficient in using QA tools and reporting systems (e.g., NICE, Verint, Calabrio, Tableau, Excel, Power BI).

Excellent communication, interpersonal, and stakeholder management skills.

Analytical mindset with attention to detail and a proactive problem-solving approach.

Experience working with diverse teams in high-volume, multi-channel contact centre environments.

Preferred Qualifications

Graduate/Postgraduate in any discipline.

Certifications in Quality (e.g., Six Sigma Green/Black Belt, COPC) are highly desirable but not mandatory.

Exposure to global service delivery or offshore client management is a plus.

Industries:Design, Electrical & Electronic Manufacturing, Facilities Services