Manager-Quality CC @ Sagility

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The Quality Manager for an International Voice Contact Center is responsible for overseeing and ensuring the highest level of customer service quality in interactions. This role involves leading a team of quality analysts, conducting audits, providing feedback, and driving continuous improvement initiatives to enhance the customer experience and operational efficiency. Expertise in Six Sigma or similar quality methodologies, and a strong focus on continuous improvement, operational excellence, and stakeholder engagement. Job title:

Manager-Quality CC Job Description:

Job Description: The Quality Manager for an International Voice Contact Center is responsible for overseeing and ensuring the highest level of customer service quality in interactions. This role involves leading a team of quality analysts, conducting audits, providing feedback, and driving continuous improvement initiatives to enhance the customer experience and operational efficiency. Expertise in Six Sigma or similar quality methodologies, and a strong focus on continuous improvement, operational excellence, and stakeholder engagement.

Key Responsibilities:  Lead and manage the Quality Assurance (QA) function for inbound voice processes.  Build, mentor, and lead a high-performing team of QA analysts and specialists.  Develop and maintain QA frameworks, scorecards, audit tools, and feedback systems.  Monitor and manage key inbound contact center metrics, including: First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction(CSAT), Net Promoter Score (NPS), Call Quality Scores, Call Abandonment Rate, Accuracy & Compliance Scores  Analyze audit results to identify performance trends and process gaps.  Implement Root Cause Analysis (RCA) and lead Corrective & Preventive Action (CAPA) initiatives.  Apply Six Sigma tools and methodologies (DMAIC, SIPOC, Pareto, Fishbone, etc.) to streamline QA processes and reduce variation.  Drive continuous improvement projects focused on enhancing agent performance, customer experience, and operational efficiency.  Conduct regular calibration sessions to ensure consistency in evaluations across teams.  Manage stakeholder relationships across Operations, Training, Workforce Management, and Client Teams to align on quality goals and process improvements.  Build and maintain QA dashboards and analytics reports for internal leadership and client presentations.  Ensure adherence to all regulatory guidelines, quality standards, and customer expectations, especially for US-based processes.

Required Qualifications:  Bachelor’s degree in any discipline  8–10 years of experience in QA for contact centers, with at least 3 years in a leadership or managerial role.  Demonstrated experience in leading teams and managing internal/external stakeholders in a fast-paced environment.  Strong knowledge of contact center metrics, QA methodologies, and performance improvement frameworks.  Proficient in Six Sigma (Green Belt or higher preferred).  Experience with process improvement, change management, and project implementation.  Hands-on experience with QA platforms, CRM tools, and reporting systems.  Excellent communication, leadership, interpersonal, coaching, and analytical skills.

Key Competencies:  Attention to detail  Strategic thinking  Customer-focused approach  Leadership and motivational skills  Adaptability and resilience  Effective communication and feedback  Analytical thinking  Problem-solving orientation

Location:

BLR, Surya Wave BuildingIndia