BPO Quality Manager

Job Title: BPO Quality Manager
Designation: Senior Process Manger
Location: Pune
Department: Operations / Quality Assurance
Employment Type: Full-Time
Job Summary:
The BPO Quality Manager is responsible for overseeing and enhancing the quality of service delivery across multiple BPO processes. This role ensures compliance with client expectations, industry standards, and internal KPIs. The ideal candidate is an expert in quality frameworks, has excellent leadership skills, and is driven to improve customer satisfaction through strategic quality initiatives.
Key Responsibilities:
- Develop and implement quality assurance strategies and frameworks tailored to BPO operations.
- Monitor, audit, and evaluate process performance through regular call, chat, or email assessments.
- Identify gaps in service delivery and recommend corrective and preventive actions.
- Lead a team of Quality Analysts, providing guidance, coaching, and training.
- Collaborate wit...

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