Manager Quality Excellence

• Define and implement the quality governance framework across processes and business units
• Lead quality audit strategy, sampling methodology, and scoring frameworks
• Oversee quality audits for calls, emails, chats, and case handling across teams
• Ensure compliance with client, regulatory, and internal quality standards and policies
• Publish executive-level quality dashboards, reports, and business insights
• Analyze quality trends, identify systemic gaps, and drive corrective action plans
• Partner with Operations, Training, WFM, and Process Excellence teams to improve performance
• Lead onshore and offshore calibration sessions to align scoring standards
• Manage and develop the Quality Excellence team, including Assistant Managers and Analysts
• Set performance goals, conduct reviews, and provide coaching and mentoring
• Drive continuous improvement initiatives using Six Sigma/Lean methodologies (if applicable)
• Handle escalations and quality disputes with internal teams and clients
• Present quality performance and strategic recommendations to senior leadership
• Ensure data governance, audit documentation, and SOPs are maintained and updated
• Support client governance forums, audits, and certification requirements
• Monitor and mitigate operational and compliance risks related to quality
• Develop and implement quality training frameworks and knowledge management
• Influence stakeholder decisions using data-driven insights and business storytelling
• Manage multiple initiatives and priorities under tight timelines and business pressure
• Foster a culture of quality, accountability, and customer-centricity across teams

• Define and implement the quality governance framework across processes and business units
• Lead quality audit strategy, sampling methodology, and scoring frameworks
• Oversee quality audits for calls, emails, chats, and case handling across teams
• Ensure compliance with client, regulatory, and internal quality standards and policies
• Publish executive-level quality dashboards, reports, and business insights
• Analyze quality trends, identify systemic gaps, and drive corrective action plans
• Partner with Operations, Training, WFM, and Process Excellence teams to improve performance
• Lead onshore and offshore calibration sessions to align scoring standards
• Manage and develop the Quality Excellence team, including Assistant Managers and Analysts
• Set performance goals, conduct reviews, and provide coaching and mentoring
• Drive continuous improvement initiatives using Six Sigma/Lean methodologies (if applicable)
• Handle escalations and quality disputes with internal teams and clients
• Present quality performance and strategic recommendations to senior leadership
• Ensure data governance, audit documentation, and SOPs are maintained and updated
• Support client governance forums, audits, and certification requirements
• Monitor and mitigate operational and compliance risks related to quality
• Develop and implement quality training frameworks and knowledge management
• Influence stakeholder decisions using data-driven insights and business storytelling
• Manage multiple initiatives and priorities under tight timelines and business pressure
• Foster a culture of quality, accountability, and customer-centricity across teams

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