Roles & Responsibilities

1. Leadership & Strategic Vision:

- Lead and mentor a high-performing Quality team, fostering a culture of continuous improvement, accountability, and operational excellence.

2. Quality Management & Improvement:

- Oversee the end-to-end Quality Management process for all business units, ensuring robus measurement frameworks, audits, and performance metrics are established and tracked.

3. Client & Stakeholder Management:

- Serve as the primary point of contact for quality-related matters with clients, ensuring their expectations are met or exceeded.

4. Training & Development:

- Collaborate with the Training and Learning & Development teams to ensure all associates are trained on quality standards, process best practices, and compliance requirements.

5. Risk Management & Compliance:

- Monitor compliance with regulatory and quality standards, ensuring all processes and outcomes align with industry regulations and company policies.

6. Technology & Tools:

- Leverage technology solutions (e.g., analytics, automation tools) to enhance quality management systems and reporting capabilities.

Preferred Educational Qualifications

- Bachelor's degree in Business, Engineering, or a related field (required).

- Master's degree or equivalent in Business Administration, Quality Management, or a related field (preferred).

- Certifications in Six Sigma, Lean, or quality management (preferred).

Preferred Work Experience

- 10-15 years of experience in quality management, process improvement, or a related field, with at least 5 years in a leadership position (AVP, Senior Manager, or equivalent).

- Proven track record in managing large-scale quality operations, ideally within a BPO, IT outsourcing, or customer service environment.

- Strong expertise in Lean, Six Sigma, or other quality improvement methodologies (Green Belt/Black Belt certification preferred).

Competencies & Skills

- Strong leadership skills with the ability to motivate, guide, and develop teams in a high-pressure environment.

- Expertise in designing and implementing quality assurance frameworks and quality control mechanisms.

- Excellent data analysis skills, with the ability to generate insights from complex datasets.

- Ability to drive business process optimization initiatives using Lean, Six Sigma, or similar frameworks.