Reporting to the Associate Director , the Sr. Manager – Quality Cap dev is responsible for implementation and delivery of Strategic quality framework that supports consistent delivery of client metrics & value to business. Responsible to plan and delivery training to New Hire & on floor. Constantly innovate & improve training strategy, Speed to competence.

• Manage and implement quality methodologies such as six sigma, Lean & COPC, at least five years in BPO sector / Contact Center, overall 12+ years of experience
• Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
• Proactive management of identifying trends, producing root cause analysis and providing solutions
• Innovate and improve processes

Roles & Responsibilities

• A...