Manager - Quality

Date: Mar 24, 2026

Location:

Mumbai, IN

Requisition ID: 20403

Description:

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Please find below the details for the Quality Manager role.

Position: Quality Manager
Division: BPM
Experience: 2–5 years (preferred on managerial role)

Job Role:

Responsible for creating a learning environment across the organization.
Manage and implement quality methodologies such as six sigma, Lean & COPC, at least three years in BPM sector
Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
Proactive management of identifying trends, producing root cause analysis and providing solutions
Innovate and improve processes
Develop and implement training & development process for all employees including new recruits.
Effectively identifying training needs for all employees and sketch out the training calendar/schedules.
Design training module, develop training material, ensure delivery of training programs and complete logistics management for the programs.
Managing relationship with vendors such as external trainers, training institutes, e-learning companies.
Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness
To periodically conduct reviews and track performance of trainers & QA
Evaluate effectiveness of training and identify re- training needs.
Conduct Train the Trainer Program’s.
Identifying and recruiting AM’s, trainers, training coordinators and communication coaches.
Partner with clients for implementing programs evaluating training and for requirements to
be planned and implemented with new ramps & business improvement opportunity
To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely with operations & quality to ensure training is effective.
Awareness and usage of tools to bring about immersive learning environment
Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client Implement robust monitoring of internal QA and maintains an efficient performance management system Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.

Experience

Required: Required: Graduate/Postgraduate with 8-13 years’ experience

Relevant Experience in Continuous improvements
Experience in managing Six sigma, lean projects
Experience in creating and managing strategic QA framework
Experience in leading client interactions

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.