Role: Head of Quality (Leader)

Reporting to: Global Delivery Leader

Location: Bengaluru/ Gurgaon

Key Responsibilities

Strategic Leadership

- Define and execute the long-term quality strategy aligned with business objectives.

- Partner with executive leadership to embed quality as a core pillar of the strategy.

- Anticipate shifts in industry trends, especially technology and AI, to keep quality practices future-ready.

Quality Management System (QMS)

- Establish and continuously refine an enterprise-wide Quality Management System across service lines

- Drive standardization of processes, critical-to-quality controls, KPIs, and governance across delivery centers.

- Implement centralized Level-2 quality assurance and oversight for early risk detection.

- Provide actionable insights for process improvement, certification roadmaps, and delivery excellence initiatives.

Business Excellence

- Institutionalize business excellence practices (Lean, Six Sigma) to achieve measurable business impact.

- Lead large-scale Black Belt projects and mentor Green Belt initiatives for productivity improvements and cost reductions.

- Collaborate with technology and AI teams to drive digital transformation initiatives.

- Build a culture of innovation through training, mentoring, and continuous improvement frameworks.

Standards, Practices and Benchmarking

- Define maturity standards and benchmarks for delivery center performance.

- Conduct periodic maturity assessments and drive targeted improvements.

- Leverage industry intelligence to refine operational models, cost efficiency, and productivity frameworks.

Strategic Projects / Program Integration

- Oversee selective strategic programs focused on efficiency and effectiveness.

- Ensure strong integration, interdependencies, and governance across enterprise-wide projects.

- Implement and manage balanced scorecards and aligned quality metrics.

Customer & Stakeholder Management

- Act as the voice of the customer, ensuring high service quality, reliability, and cost-effectiveness.

- Lead executive-level communication on quality-related matters, including risk and escalation management.

Team Management

- Lead, inspire, and develop a global team of quality professionals.

- Foster accountability, transparency, and a proactive quality culture across the enterprise.

- Promote continuous learning, cross-functional collaboration, and innovative practices.

Key Competencies

- Strong strategic and systems thinking.

- Executive presence with ability to influence senior stakeholders.

- Analytical and problem-solving expertise with data-driven decision making.

- Proven ability to build and mentor high-performing teams.

- Client-centric mindset, driving measurable impact.

- Emphasis on digital-first approaches, technology adoption, and automation.

- Ability to shape organizational culture around innovation, excellence, and continuous improvement.

Job Requirements

Education:

- MBA from a reputed national or international B-School.

- Engineering or graduate degree in a top-tier institution (IIT/NIT/REC equivalent).

Skills & Experience:

- Proven leadership in setting up and scaling large quality and excellence functions.

- Deep industry experience with exposure to both third-party commercial and captive/global capability center models.

- Strong knowledge of statistical models, technology platforms, and labor cost management.

- Resilient leader with ability to thrive in ambiguity and transformation-driven environments.

- Commercially astute with executive-level business acumen.

- Expertise in delivery excellence, workforce development, and digital/AI-enabled transformations.

- Strong client-facing orientation, with a track record of success in driving satisfaction and business value.