BPO Quality Manager

Senior Process Manager

Description

Job Title: BPO Quality Manager
Department: Operations / Quality Assurance
Reports To: Director of Operations / Quality Head
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 with Operations, Training, and Client Service teams to drive performance improvements.
• Design and deliver quality training and calibration sessions for both internal teams and clients.
• Prepare and present quality reports, scorecards, and root cause analysis to senior management and clients.
• Conduct internal quality audits and ensure compliance with all applicable quality standards (e.g., ISO, COPC).
• Set and maintain SLA and KPI benchmarks in alignment with client agreements.
• Foster a culture of continuous improvement and customer-first mindset.

Required Qualifications:

• Bachelor's degree
• Minimum 5–8 years of experience in a BPO quality assurance role, with at least 2–3 years in a managerial capacity.
• Strong knowledge of quality tools and methodologies such as Six Sigma, Lean, or COPC.
• Experience with QA tools, CRM systems, and reporting dashboards.
• Exceptional analytical, problem-solving, and communication skills.
• Ability to manage cross-functional teams and thrive in a dynamic, high-pressure environment.

Preferred Skills:

• Certified Six Sigma Green Belt or Black Belt.
• Exposure to international BPO processes (voice, non-voice, chat, email).
• Proficiency in quality scorecard design and statistical analysis.
• Ability to drive stakeholder engagement and client communication.

Work Conditions:

• May require flexible working hours based on client locations and time zones.
• Hybrid/onsite work depending on company policy and process requirements.

Why Join Us?

• Competitive salary and performance incentives
• Opportunity to work with global clients
• Inclusive and growth-oriented work culture
• Access to learning & development programs

Responsibilities

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 with Operations, Training, and Client Service teams to drive performance improvements.
• Design and deliver quality training and calibration sessions for both internal teams and clients.
• Prepare and present quality reports, scorecards, and root cause analysis to senior management and clients.
• Conduct internal quality audits and ensure compliance with all applicable quality standards (e.g., ISO, COPC).
• Set and maintain SLA and KPI benchmarks in alignment with client agreements.
• Foster a culture of continuous improvement and customer-first mindset

Qualifications

Required Qualifications:

• Bachelor's degree
• Minimum 5–8 years of experience in a BPO quality assurance role, with at least 2–3 years in a managerial capacity.
• Strong knowledge of quality tools and methodologies such as Six Sigma, Lean, or COPC.
• Experience with QA tools, CRM systems, and reporting dashboards.
• Exceptional analytical, problem-solving, and communication skills.
• Ability to manage cross-functional teams and thrive in a dynamic, high-pressure environment.