Manager - Quality & Business Operations
Ketto
Mumbai, Maharashtra
Posted
T&Q Manager, Domestic Contact Center (Ketto: OTD & SIP) 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 ins…