Job Description

About 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

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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