Operations and Quality Control Manager

Location: Mumbai

Position Overview: As the Operations and Quality Control Manager, you will play a crucial role in optimizing our operational processes and ensuring the highest level of quality across client projects. This position requires a candidate with 5-7 years of relevant experience in operations and quality control, preferably in a BPO environment.

Responsibilities:

1. Operational Excellence:
   • Streamline and improve operational processes to enhance efficiency and productivity.
   • Implement best practices to ensure the smooth functioning of day-to-day operations.
2. Quality Control:
   • Develop, implement, and manage quality control systems to meet and exceed industry standards.
   • Conduct regular audits to identify areas for improvement and address any deviations from quality benchmarks.
3. Team Leadership:
   • Lead and motivate a team of professionals to achieve operational and quality objectives.
   • Provide coaching and training to team members to enhance their skills and performance.
4. Digital Tools Integration:
   • Stay abreast of the latest digital tools and technologies relevant to operations.
   • Implement and integrate digital solutions to enhance efficiency and data-driven decision-making.
5. Call Centre Management:
   • Monitor and analyze call center performance metrics.
   • Implement strategies to improve call center operations, including customer satisfaction and response times.

Qualifications:

1. Bachelor’s degree in [relevant field].
2. MBA or equivalent qualification is an added advantage.
3. 5-7 years of experience in operations and quality control, preferably in a BPO environment.
4. Proficiency in using digital tools and a strong understanding of technology trends.
5. Excellent communication and interpersonal skills.
6. Detail-oriented with a strong emphasis on diligence.