SENIOR MANAGER - DELIVERY QUALITY

Job description

Roles and Responsibility • Develop and implement effective quality control processes to ensure high standards of service delivery. • Lead and manage a team of quality professionals, providing guidance and support to meet their goals. • Collaborate with cross-functional teams to identify areas for improvement and develop solutions. • Analyze data and metrics to measure the effectiveness of quality control measures and make recommendations for enhancement. • Implement continuous improvement initiatives to drive process excellence and customer satisfaction. • Ensure compliance with industry regulations and standards, maintaining a focus on quality and integrity. Job Requirements • Proven experience in managing teams and leading quality control initiatives in a fast-paced environment. • Strong understanding of CRM/IT enabled services/BPO operations and processes. • Excellent leadership and communication skills, with the ability to motivate and inspire teams. • Ability to analyze complex data sets and make informed decisions to drive business outcomes. • Experience with quality management tools and technologies, such as Six Sigma or Lean principles. • Strong problem-solving skills, with the ability to think critically and creatively to resolve issues.