Quality Assurance Manager

Concentrix is a global leader in customer experience solutions and technology, with over 450,000 employees across 70+ countries. In India, Concentrix operates multiple delivery centers serving Fortune 500 clients across banking, technology, healthcare, and retail sectors with best-in-class customer support and business process outsourcing services.

The Quality Assurance Manager will oversee quality monitoring and improvement initiatives for a 500+ agent customer service operation serving a global technology client. This role requires expertise in QA methodologies, data analytics, and the ability to drive customer satisfaction improvements through effective quality programs.

• Design and implement comprehensive quality monitoring programs aligned with client SLAs and KPIs
• Lead a team of 15+ quality analysts conducting call monitoring, chat audits, and customer feedback analysis
• Analyze quality data to identify trends, root causes, and opportunities for process improvements
• Conduct calibration sessions with operations teams to ensure consistent quality standards
• Drive coaching and training initiatives based on quality insights to improve agent performance
• Prepare quality scorecards, dashboards, and MIS reports for client and internal stakeholders

• Bachelor's degree in any discipline; MBA or relevant certifications preferred
• Minimum 7 years of experience in BPO quality assurance with at least 3 years in quality management
• Strong understanding of QA frameworks, Six Sigma methodologies, and process improvement tools
• Experience managing quality programs for voice, chat, and email customer support channels
• Proficiency in quality monitoring tools, speech analytics, and data visualization platforms
• Excellent analytical skills with ability to derive actionable insights from quality data
• Strong leadership and stakeholder management skills with client-facing experience

• Competitive package between ₹12L – ₹16L per annum
• Lead quality transformation for a large-scale BPO operation
• Work with global clients and exposure to international quality standards
• Collaborative work environment with focus on employee development
• Clear career path to senior leadership roles within the organization

This opening is not listed on any public job portal. It is a verified internal opportunity exclusively accessible through the website careerjump.co.in and directly apply to this job role. They also have similar job openings posted daily on their website. You can also join their WhatsApp Community for daily updates on verified internal job openings.