Manager - Quality & Business Operations

Ketto Online Ventures Pvt LtdMH, IN1d ago

Full-timevia indeed

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Job Description

**Quality ownership:** Own the QA framework, scorecards, and weekly calibration for OTD and SIP calls, including fatal parameters (misselling, consent, mandate accuracy, data privacy).
**AI\-assisted audits:** Run AI and manual audits side by side, and validate AI accuracy regularly.
**Training lifecycle:** Own induction, product training, nesting/OJT, certification, and refreshers, with separate learning paths for OTD and SIP.
**Coaching:** Turn audit insights into agent\-level coaching plans, PIPs, and best\-practice sharing from top performers.
**RCA and process improvement:** Run root cause analysis on complaints, escalations, drop\-offs, and failed SIP mandates, using Lean Six Sigma to cut defects.
**Dashboards and reporting:** Build quality and training dashboards, and present weekly and monthly reviews to leadership.
**Business impact:** Link quality and training outcomes to OTD conversion, SIP conversion and retention, first\-debit success, and CSAT.
**Compliance:** Ensure adherence to donor communication guidelines, consent norms, and audit trails.
**Stakeholder and team leadership:** Partner with Ops, Sales, Product, CX, and Compliance, and hire, mentor, and develop QAs, Sr QAs, and Trainers.
**Requirements:** 8 to 12 years in contact center operations (4\+ years in Training/Quality), outbound sales or BFSI/fundraising background preferred, strong Excel/Sheets analytics, and Lean Six Sigma certification as a plus.