Sr. Manager, Quality Assurance (#25606371)

The Sr. Manager, Quality Assurance ensures that goals for all programs relating to monitoring and providing feedback from transactions, reporting, and management of Quality, Customer Advocacy, and Sales Verification Teams are met. The incumbent in this position is also responsible for developing QA strategies for multiple programs and verticals.

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• Provide support to managers and executives within the QA organization
• Identify the whole QA team’s needs in staffing, budget, and general support to provide solutions
• Collaborate with Results’ Senior Management/Executive team for strategy development and execution
• Facilitate creation of goals and lead managers to ensure goals are cascaded
• Serve as first escalation point for customers’ concerns
• Support the development of their direct reports

• Educational Background: Graduate in any stream (Commerce, Science, Arts or equivalent)

• Work Experience: Minimum of 10-12 years of experience in managing BFSI Quality and Training in a BPO industry. Hands-on with BFSI such as banking (Billing, KYC, Remittance, Account Management), Insurance (Claims, Policy Admin, Underwriting) and Financial Services

• Excellent communication skills
• Strong computer and software skills
• Strong analytical and consulting skills
• 2-3 years’ experience as a QA Manager in ResultsCX, or 3-4 years of Ops/QA management experience from other BPO companies
• Knowledge of Customer Care Expectations & Quality Guidelines
• Dedication to providing exceptional customer service

• Quality Management: Designing quality framework for all operational processes across the BFSI organization, aligning with regulatory compliance requirements. Analyze quality data to identify trends and root causes of issues, developing corrective action plans and implementing necessary process changes. Monitor key performance indicators (KPIs) related to quality, providing feedback, and coaching to teams to achieve desired performance levels

• Training Development & Delivery: Conduct training needs analysis to identify gaps in employee knowledge and skills, developing targeted training programs for new hires and existing staff across various departments. Design and deliver comprehensive training modules covering product knowledge, compliance guidelines, customer service best practices, and operational procedures. Monitor and evaluate the effectiveness of training programs, making adjustments as needed to optimize learning outcomes

• Team Management: Lead a team of quality analysts and training specialists, providing guidance, mentoring, and performance feedback to ensure high-quality work standards. Collaborate with cross-functional teams across operations & transition to align training initiatives with business goals and customer expectations.

• Performance & Reporting: Monitor key performance metrics related to Quality and Training and prepare regular performance reports for clients and management. Analyze operational data to identify trends, forecast future needs, and ensure target achievement by implementing action plans

• Skills: Strong analytical skills to interpret data and identify trends for quality improvement. Excellent communication and presentation skills to effectively deliver training programs and engage stakeholders. Leadership abilities to manage a team of quality analysts and trainers

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