Quality Manager - Evening Shift

Job Description

Join [24]7.ai as a Quality Manager - Evening Shift

Shift: Evening Shift (US Shift)

Role Overview:

We are seeking an experienced Quality Manager to oversee the operations quality team, develop improvement plans, and ensure compliance with internal and client requirements. The ideal candidate will be Lean Six Sigma Green Belt certified with 6+ years of experience in transactional quality within the BPO sector.

Key Responsibilities:

• Client Interactions: Maintain effective communication with clients to ensure satisfaction and compliance.
• Quality Improvement Plans: Develop and implement improvement plans in collaboration with various departments.
• KPI Management: Drive the achievement of defined KPIs through resource optimization and team motivation.
• Operations Management: Manage the Operations Quality Team to exceed KPIs and improve quality standards.
• Compliance & Standards: Ensure compliance with SLAs, confidentiality, and regulatory standards across all processes.
• Risk Management: Oversee risk management activities and ensure the effective implementation of compliance programs.
• Audits & Assessments: Conduct audits, including contractual and compliance audits, and address any gaps or non-compliance issues.

Key Requirements:

• Experience: Minimum of 6 years in transactional quality, with at least 2-3 years of managerial experience.
• Certifications: Lean Six Sigma Green Belt certification is mandatory.
• Tools: Experience with quality tools and statistical analysis (knowledge of Minitab is a plus).
• BPO Experience: Should have worked in an International BPO (not domestic) and be comfortable with rotational shifts.
• Sector Experience: Experience in the retail sector will be a plus.
• Soft Skills: Strong analytical, problem-solving, and interpersonal skills. Ability to motivate and manage teams effectively.

Educational Qualifications:

• Required: Graduate (any discipline).
• Preferred: Certification in Lean Six Sigma Green Belt.

• Challenging Role: Lead a dynamic team and drive quality improvement across operations.
• Growth Opportunities: Work with a world-class BPO company and enhance your professional skills.
• Work Environment: Be part of a diverse and innovative team with a focus on employee well-being and development.

Be a part of [24]7.ai, where excellence in quality management is at the core of everything we do!