{"id":1884632,"url":"https://alion.io/job/glowtouch-qa-manager","title":"QA Manager","company":{"id":2311829,"name":"GlowTouch","domain":"glowtouch.com","url":"https://alion.io/company/glowtouch","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paycor","truth_index":null},"role":"QA","role_family":"QA","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mangaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":42000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-05T01:38:18Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-06T01:06:11Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Title: Quality Manager (B2C Technical Support | Voice & Chat)\nLocation: Mangalore\nShifts: Rotational Shift including night shifts\nEmployment Type: Full-Time\nWhat Will You Do?\nThe Quality Manager is responsible for overseeing the implementation and management of quality assurance standards across BPO operations. This role ensures that all processes align with client expectations, internal KPIs, and industry best practices. The Quality Manager leads a team of QA analysts, facilitates audits, drives process improvements, and collaborates with operations to enhance overall performance and customer satisfaction.\nIn this role, you will:\nDevelop, implement, and continuously improve the Quality Assurance (QA) framework across BPO programs.\nLead and manage a team of Quality Analysts and Trainers (if applicable).\nMonitor performance metrics, identify quality trends, and provide actionable insights to operations teams.\nEnsure compliance with client SLAs, contractual obligations, and internal quality benchmarks.\nConduct root cause analysis and recommend corrective actions for process or performance gaps.\nOrganize and lead calibration sessions with internal teams and clients.\nCreate and maintain QA scorecards, SOPs, audit forms, and reporting dashboards.\nCollaborate with Training, Operations, and Client Services teams to ensure alignment and knowledge transfer.\nParticipate in client meetings and business reviews to present quality trends and improvement initiatives.\nDrive a culture of continuous improvement, customer satisfaction, and operational excellence.\nWho Are You:\nTo be considered, candidates are expected to have the following:\nRequired Qualifications:\nBachelor’s degree in Business Administration, Operations Management, Communications, or a related field.\n5+ years of experience in Quality Assurance or Operations within a BPO environment, with at least 2 years in a leadership or managerial capacity.\nStrong knowledge of quality assurance methodologies, tools, and frameworks (e.g., COPC, Six Sigma, Lean, etc.).\nProven experience in managing and mentoring a team of Quality Analysts or QA Leads.\nDemonstrated ability to analyze performance metrics, identify trends, and drive process improvements.\nProficient in QA monitoring tools and systems (e.g., NICE, Verint, Calabrio) and MS Office Suite, especially Excel and PowerPoint.\nExcellent verbal and written communication skills, with the ability to interact effectively with internal stakeholders and external clients.\nStrong problem-solving, decision-making, and root cause analysis skills.\nExperience in handling both voice and non-voice processes is preferred.\nWillingness to work in a flexible schedule, including night shifts or weekends, depending on business requirements.\nClient-facing experience is a strong advantage.\nPreferred Qualifications:\nCertification in Six Sigma (Green Belt or Black Belt) or COPC quality management standards.\nExperience working with international clients (e.g., US, UK, Australia) and managing multicultural teams.\nFamiliarity with advanced QA and monitoring tools such as NICE, Verint, Calabrio, or similar platforms.\nStrong background in process improvement methodologies like Lean or Kaizen.\nExperience in data analytics and using BI tools for reporting and quality insights.\nPrior exposure to compliance and regulatory requirements relevant to specific industries (e.g., healthcare, finance, telecom).\nExcellent skills in stakeholder management and cross-functional collaboration.\nAbility to design and deliver training programs related to quality and customer experience.","description_format":"text","description_chars":3594,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-05T01:38:18Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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