International BPO Quality Manager Vacancies in KontactGlobal Mumbai, Maharashtra, India

Website KontactGlobal

This Job Listing is about KontactGlobal in Mumbai, Maharashtra, India

About the job

International BPO Quality Manager
Location : Navi Mumbai

We are looking for a Quality manager to over see our Kontact Centres quality assurance programs. Establishing standards, governing customer interactions and implementing monitoring programs are critical aspects of the job. Being a Kontact centre quality manager, you will design training programs and introduce process enhancement tools that process quality issues. Manages day to day operations audit and reports / conducts process audit on a day to day basis to plan and deliver quality service as per client requirement.

• Ensure quality framework is in place and coordinated across stake holders

• Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to Project’s contract agreement.

• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance

• Establish quality governance process with clients and operations to ensure effective communication and organization

• Works with client on change management process, tools enhancements, and workflow amendments

• Proactively identifies opportunities and coordinates with different functions – operations, training, workforce, and reporting towards quality improvement

• Drive investigation of highly sensitive issues affecting client, working with different teams to understand why and what happened

• Develop and mentor people, act as a career counselor and create a high performing team (foster relationships, resolve conflicts, etc.)

• Bring innovation ideas and help client create work process standardization


• Post Graduation

. Industry experience in : international BPO experience managing processes for : Travel, hospitality, banking, Airlines

• Must have at least 7-10 years overall experience in Quality Assurance

• Must have at least 3 to 5 years of experience in Quality Management role in BPO only

• Experience in client facing

• Six Sigma certification is an advantage

• Requires analysis and solving of complex problems

Vacancy Type: 
Job Location:
Mumbai, Maharashtra, India

Application Deadline:

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