Senior Manager-Quality-Gurgaon
GuruGramFull Time
QUALITY
QUALITY ASSURANCE
QUALITY ANALYST - CONTACT CENTER OPERATIONS
QUALITY CONTROL TECHNIQUES
QUALITY SPECIALIST
Job description
Job Title: Senior Manager-Quality-Gurgaon
Job Description & Responsibilities:
Candidates with 12+ years of experience in contact center or outsourcing industry
Experience on Gen AI tools along-side Six Sigma/Lean/Kaizen/COPC methodologies
Exposure to drive complex improvement / transformation projects across multiple accounts/domains
Well versed with project and program management (initiation, monitoring, stakeholder management,
quality, financials, risks/issues).
Thought leadership, Innovative thinking and generating high impact out of the box solutions
Experience collaborating cross functionally within all organizational levels to build collaborative
relationships.
Strong internal client-facing skills with excellent communication, negotiation and conflict management
skills
Analytical acumen and the ability to streamline complex processes.
Flexible to work with cross functional teams in different time zone
Strategic thinker with a track record of innovative problem-solving and project execution
Technologically proficient with advanced Excel skills and familiarity with MS Office suite
IC role
Key Responsibilities:
Lead / mentor improvement initiatives that positively impact Client satisfaction & business profitability
Identify new technologies that are relevant to service line and have potential to be scaled
Deliver on strategic and functional goals of projects focused on cost optimization, revenue
enhancement & metric enhancement.
Apply structured problem-solving methodology, tools, data analytics and technology to generate value
and solve business problems Identifying process gaps & automation opportunities
Project managing improvement efforts across multiple locations and maintain consistence in effort &
implementation
Interfacing with Organization leadership/clients and identifying opportunities for value
Driving effective Change Management for a stable & consistent delivery – Zero surprise operations
On-time and accurate reporting of updates to leadership team.
Skills Required
Senior Manager-Quality-Gurgaon
ITES/BPO/KPO
B. COM
Full Time, Permanent
Key Skills
- QUALITY
- QUALITY ASSURANCE
- QUALITY ANALYST - CONTACT CENTER OPERATIONS
- QUALITY CONTROL TECHNIQUES
- QUALITY SPECIALIST
Other Information
GO/JC/653/2025
Hemalatha
