QA Manager at Incomm — Mangaluru, IND | Base Career

Develop, implement, and continuously improve the Quality Assurance (QA) framework across BPO programs.
Lead and manage a team of Quality Analysts and Trainers (if applicable).
Monitor performance metrics, identify quality trends, and provide actionable insights to operations teams.
Ensure compliance with client SLAs, contractual obligations, and internal quality benchmarks.
Conduct root cause analysis and recommend corrective actions for process or performance gaps.
Organize and lead calibration sessions with internal teams and clients.
Create and maintain QA scorecards, SOPs, audit forms, and reporting dashboards.
Collaborate with Training, Operations, and Client Services teams to ensure alignment and knowledge transfer.
Participate in client meetings and business reviews to present quality trends and improvement initiatives.
Drive a culture of continuous improvement, customer satisfaction, and operational excellence.
Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field.
5+ years of experience in Quality Assurance or Operations within a BPO environment, with at least 2 years in a leadership or managerial capacity.
Strong knowledge of quality assurance methodologies, tools, and frameworks (e.g., COPC, Six Sigma, Lean, etc.).
Proven experience in managing and mentoring a team of Quality Analysts or QA Leads.
Demonstrated ability to analyze performance metrics, identify trends, and drive process improvements.
Proficient in QA monitoring tools and systems (e.g., NICE, Verint, Calabrio) and MS Office Suite, especially Excel and PowerPoint.
Excellent verbal and written communication skills, with the ability to interact effectively with internal stakeholders and external clients.
Strong problem-solving, decision-making, and root cause analysis skills.
Experience in handling both voice and non-voice processes is preferred.
Willingness to work in a flexible schedule, including night shifts or weekends, depending on business requirements.
Client-facing experience is a strong advantage.
Certification in Six Sigma (Green Belt or Black Belt) or COPC quality management standards.
Experience working with international clients (e.g., US, UK, Australia) and managing multicultural teams.

QA Manager

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