Job Description

Assistant Manager - Quality - US Process - 5+ Years - Mumbai
Location - Mumbai (US Night Shift)
An exciting opportunity for a detail-oriented professional with expertise in Quality Management for BPM/BPO processes. If you have strong experience in US processes, people management, SLA/KRI compliance, and continuous improvement, this role is ideal to accelerate your leadership journey.
Your Future Employer -
A leading BPM organization delivering business excellence across global operations with strong expertise in US Healthcare and other domains.
Responsibilities -

• Lead day-to-day operations of the quality team to achieve and exceed SLAs and quality standards.
• Monitor performance, coach and guide team members to meet/exceed KRIs.
• Manage attrition, absenteeism, and workforce planning effectively.
• Identify training needs, design and coordinate learning programs.
• Prepare and deliver performance dashboards and reports to stakeholders.
• Handle client escalations with accurate Root Cause Analysis (RCA) and corrective actions.
• Ensure compliance with all internal and external quality requirements.
• Drive operational improvements and process efficiency initiatives.
• Foster a culture of accountability, high performance, and continuous improvement.

Requirements -

• Graduate in any discipline (Master's preferred).
• 5-7 years of overall work experience, with at least 2-3 years in Quality/Operations in a BPM/BPO setup (US Healthcare/US process preferred).
• Strong knowledge of quality frameworks, RCA methodologies, and performance management.
• Excellent communication and stakeholder management skills.
• Proven people management expertise with attrition and training handling.
• Proficiency in MS Excel, dashboards, and reporting.
• Flexibility to work in US Night Shifts.

What is in it for you -

• Opportunity to lead quality in a US process environment.
• Direct client interaction and exposure to business excellence practices.
• Competitive salary with performance-based incentives.
• Career advancement in a global BPM setup.

Reach us: If you think this role is aligned with your career, kindly write me an email along with your updated CV on vasu.joshi@crescendogroup.in for a confidential discussion on the role.
Disclaimer: Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging and memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status or disability status.
Note: We receive a lot of applications daily, so it may not be possible to respond to each applicant. If you don't hear back within 1 week, please assume your profile has not been shortlisted. Your patience is highly appreciated.
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