The Quality Excellence Manager is responsible for leading and driving the Quality & Excellence framework across operations. This role ensures delivery of high-quality customer interactions, compliance with regulatory standards, and alignment with client expectations. The manager will oversee quality audits, insights generation, coaching governance, and process improvement initiatives that enable people development, operational efficiency, and enhanced customer experience.

Key Responsibilities

1. Quality Governance and Performance Management

• Lead and manage the Quality team (Supervisors, Analysts, and Intern QAs) to ensure accurate, consistent, and timely evaluations.
• Oversee audit performance, calibration sessions, and compliance reviews aligned with internal and client standards.
• Monitor quality metrics (Compliance, NPS, AHT, Transfer, Error Rate, Empower Audits, etc.) an...