Manager, Performance Excellence

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Performance Excellence based in India.

The Manager, Performance Excellence will lead quality assurance and performance analysis initiatives, ensuring operational standards and compliance requirements are consistently met. This role focuses on turning quality and audit data into actionable insights that improve team and program performance. You will oversee calibration processes, guide quality analysts, and deliver accurate reporting to support business decisions. Working closely with business sponsors, executives, and other stakeholders, you will help identify performance drivers and opportunities for improvement. The position combines analytical leadership, process optimization, and people-focused collaboration in a dynamic, evolving environment.

Accountabilities:

• Analyze quality and performance data to identify key performance drivers, trends, gaps, and opportunities for improvement.

• Lead and manage calibration sessions, ensuring quality analysts consistently meet or exceed the required client calibration threshold of 90%.

• Oversee the timely, accurate, and high-quality preparation of analyses, reports, and data visualizations aligned with project objectives.

• Communicate findings and recommendations effectively to business sponsors, executives, and relevant stakeholders.

• Structure data analysis and translate complex information into meaningful insights and practical analytical solutions.

• Recommend improvements to policies, procedures, and operational processes, identifying efficiencies and opportunities for continuous improvement.

• Identify performance trends and continuing education needs, and recommend appropriate development initiatives.

• Prepare program-level and agent-level performance reports, including statistical analysis and supporting documentation.

• Maintain accurate records of call performance, audit findings, and corrective actions where applicable.

• Monitor team compliance with quality standards using established audit procedures.

Requirements:

• At least 5 years of professional experience in a quality leadership role or an equivalent position.

• Thorough understanding of quality management frameworks and quality assurance practices.

• Strong analytical and problem-solving skills, including the ability to identify root causes and develop actionable recommendations.

• Excellent written and verbal communication skills in English.

• Experience preparing and presenting project status reports, analytical findings, and executive briefings.

• Demonstrated ability to interpret complex information and summarize problems, trends, and insights in clear, concise reports.

• Proficiency in Microsoft Excel, Word, and PowerPoint.

• Strong organizational, time-management, and workload-management skills.

• A proactive, adaptable, and people-oriented approach, with the ability to work effectively in a changing environment and collaborate with stakeholders at different levels.

Benefits:

• Regular full-time employment.

• Professional opportunity to lead quality assurance, performance analysis, and continuous improvement initiatives.

• Exposure to cross-functional collaboration with business stakeholders and executive teams.

• Opportunity to contribute to operational efficiency, quality standards, and employee development.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1