Associate Director - Capability Development - Quality - BPM/BPO

Role Overview:

As Associate Director - Capability Development, you will be responsible for strategizing, conceptualizing, and implementing quality frameworks and improvement initiatives that drive consistent client delivery, operational excellence, and customer value. You will lead diverse onshore quality teams from offshore locations, ensuring that quality, compliance, and innovation stay at the core of our business.

Key Responsibilities:

- Drive the strategic quality agenda across functions to ensure delivery excellence and client satisfaction.

- Lead process improvement and automation projects using Six Sigma, Lean, and Design Thinking principles.

- Develop and implement a robust QA framework - defining sampling, measurement, and governance standards.

- Partner with cross-functional teams (Operations, Training, Analytics, Process Excellence) to deliver client and compliance metrics.

- Foster innovation using tools like AI, ML, RPA, and Automated QA systems.

- Manage and mentor a team of Quality Managers and Leads; build succession and capability plans.

- Identify training needs (TNI) and partner with L&D to strengthen advisor performance.

- Champion customer experience, cost efficiency, and compliance across businesses.

Qualification & Experience:

- Graduate/Postgraduate with 10+ years of experience in Quality within the BPM/BPO industry.

- Proven expertise in Six Sigma, Lean, and process transformation.

- Exposure to AI, RPA, and automation-led quality transformation.

- Strong client-facing and stakeholder management experience.

- Excellent communication, analytical, and decision-making skills.

- Telecom/CMT experience.

Core Competencies:

- Strategic foresight & business acumen

- Influencing and stakeholder engagement

- Change & transformation leadership

- Collaboration and cross-functional partnership

- Analytical problem-solving & decision-making

- Passion for driving excellence