QA / QC Manager (3-5 Yrs Experience)

Role Summary:
We are seeking a meticulous and experienced QA / QC Manager with 3-5 years of experience to join our Nasik operations. The ideal candidate will be responsible for overseeing quality assurance and control processes within our BPO/Call Centre environment, ensuring adherence to industry standards and client-specific requirements. This role requires a strong understanding of quality metrics, continuous improvement methodologies, and team leadership.

Key Responsibilities:
- Develop, implement, and maintain quality assurance policies and procedures.
- Monitor and analyze call quality, agent performance, and process adherence.
- Conduct regular quality audits and provide constructive feedback to agents and team leads.
- Identify areas for improvement and implement corrective and preventive actions.
- Train and mentor junior QA analysts and ensure consistent application of quality standards.
- Prepare and present quality reports to management, highlighting key trends and performance metrics.
- Collaborate with operations teams to drive a culture of quality and continuous improvement.
- Ensure compliance with all regulatory and client-specific quality guidelines.
- Manage a team of Quality Analysts, setting performance objectives and conducting appraisals.