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Job Title:Quality Process Excellence Manager – Customer Service (BPO) Location:Coimbatore, Tamil Nadu Industry:BPO / Call Center / Customer ServiceKey Responsibilities:Quality Assurance & Monitoring: Design and implement quality control processes for customer service operations (voice, chat, and email). Develop quality scorecards, audit mechanisms, and review protocols to measure agent performance and customer satisfaction. Conduct periodic call audits and provide actionable feedback to agents and team leads.Process Excellence & Improvement: Identify gaps and inefficiencies in current workflows and drive continuous process improvements using Lean/Six Sigma methodologies. Lead root cause analysis (RCA) and corrective action planning for recurring quality issues. Collaborate with operations to develop and standardize SOPs, workflows, and best practices.Training & Coaching: Work closely with the training team to ensure alignment of quality parameters with training content. Deliver refresher training or upskilling interventions based on audit findings and performance trends. Coach quality analysts and supervisors to enhance monitoring effectiveness.Reporting & Analysis: Track and analyze key metrics: CSAT, FCR, AHT, Quality Scores, etc. Create and present quality dashboards, reports, and insights to senior management and clients. Lead client calibration sessions and represent quality function in client governance calls.Compliance & Governance: Ensure compliance with internal quality standards, client SLAs, and regulatory norms. Support certification and audit processes (ISO, COPC, etc.) if applicable.Required Qualifications & Skills: Graduate in any discipline; LEAN Six Sigma Green Belt/Black Belt certification preferred. 6–10 years of total BPO experience, with at least 3–5 years in a quality/process excellence role. Strong knowledge of quality frameworks (COPC, ISO, etc.) and customer service metrics. Hands-on experience with Lean, Six Sigma tools, and continuous improvement methodologies. Excellent communication, coaching, analytical, and stakeholder management skills. Proficiency in MS Excel, PowerPoint, and data analysis tools.