Quality Manager

We are looking for an experienced Quality Manager to lead end-to-end quality assurance for call center operations supporting restaurant takeout and delivery services. This role will focus on driving service excellence, audit governance, people management, continuous improvement, and collaboration with Operations teams to manage escalations and performance outcomes.

Roles and Responsibilities

- Develop and maintain quality frameworks, audit guidelines, and evaluation standards aligned with business and client needs.

- Ensure consistent service quality across all agents supporting restaurant takeout operations.

- Analyze audit trends, identify gaps, and recommend corrective and preventive actions.

- Lead, coach, and manage the Quality Executives team and ensure fair distribution of audits.

- Review, validate, and calibrate audits to maintain accuracy and scoring consistency.

- Conduct call audits for Supervisors and provide structured feedback to Operations leadership.

- Share responsibility with Operations teams in handling store escalations and identifying recurring issues.

- Partner with Training and Operations teams to define training needs and support performance improvement plans.

- Contribute to refresher trainings, quality updates, and process improvements.

- Prepare and publish regular quality reports and dashboards tracking KPIs such as audit scores, defect rates, and compliance gaps.

- Act as the primary point of contact for all quality-related initiatives and stakeholder communications.

Skills and Qualifications

- Bachelor’s degree in any discipline (preferred: Business, Operations, or related field).

- 4–5 years of experience in Call Center Quality Assurance.

- Minimum 2–3 years in a Quality Lead or Quality Manager role.

- Strong understanding of call center quality frameworks and audit methodologies.

- Experience handling US-based voice processes preferred.

- Exposure to food ordering, restaurant support, or takeout/delivery operations is an added advantage.

- Strong people management, coaching, and feedback skills.

- Excellent analytical, reporting, and stakeholder management abilities.

- Experience working with quality tools, audit trackers, and reporting dashboards.

We offer a competitive salary range of INR 300,000 - 400,000 per annum, along with a dynamic work environment and opportunities for professional growth.