Team Manager – Quality Analyst IRC260156

Description

Looking for Immediate Joiners.

Requirements

The Quality Assurance Team Manager is responsible for overseeing the quality monitoring and improvement initiatives within customer support operations. This role ensures adherence to client and organizational quality standards, drives performance optimization, and fosters a culture of continuous improvement. The manager will lead a team of Quality Analysts, collaborate with stakeholders, and implement strategies to enhance customer satisfaction, compliance, and operational efficiency.

 

Key Responsibilities:

Quality Assurance Strategy & Execution:

• Develop and implement quality assurance strategies to enhance customer experience across voice, email, and chat support channels.
• Oversee the quality monitoring and auditing processes, ensuring compliance with internal policies and client requirements.
• Establish and maintain standardized quality frameworks, policies, and guidelines across teams.

Team Leadership & Development:

• Lead and mentor a team of Quality Analysts to ensure consistent evaluation and feedback processes.
• Drive continuous learning by identifying training needs and collaborating with learning and development teams.
• Conduct performance reviews and skill enhancement programs for the quality team.

Process Improvement & Compliance:

• Identify gaps in customer interactions and operational workflows, implementing corrective actions for performance improvement.
• Ensure compliance with Service Level Agreements (SLAs) and regulatory requirements.
• Conduct root cause analysis (RCA) on recurring issues and drive preventive measures.
• Promote a culture of continuous improvement by adopting industry best practices.

Reporting & Analytics:

• Analyze quality data, trends, and key performance indicators (KPIs) such as CSAT (Customer Satisfaction), First Call Resolution (FCR), and adherence scores.
• Generate detailed reports on quality trends and provide actionable insights to stakeholders.
• Present quality assessment findings, performance trends, and improvement plans to leadership teams and clients.

Stakeholder & Client Management:

• Serve as the primary point of contact for quality-related discussions with internal and external stakeholders.
• Work closely with operations, training, and workforce management teams to ensure quality objectives align with business goals.
• Participate in client meetings to discuss quality performance, insights, and strategies for continuous improvement.

Innovation & Continuous Improvement:

• Leverage technology and automation tools to streamline quality assurance processes.
• Develop and maintain knowledge repositories, FAQs, and best practices for quality management.
• Stay updated with industry trends and incorporate innovative methodologies into quality operations.

Job responsibilities

Qualifications & Skills:

• Education: Bachelor’s degree from a reputed university.
• Experience: Minimum of 8+ years in quality assurance within ITES, BPO, or customer support operations, with at least 3 years in a managerial role.
• Strong knowledge of customer support metrics, QA frameworks, and compliance regulations.
• Excellent analytical and problem-solving skills with expertise in RCA methodologies.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and quality monitoring tools.
• Strong leadership, communication, and stakeholder management skills.
• Ability to work in a 24×7 dynamic environment and manage multiple processes simultaneously.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.