We are seeking a strategic and seasoned Quality Assurance Manager to drive a culture of excellence and continuous improvement within our operations. This role demands deep expertise in quality systems, data-driven process improvements, people leadership, and strategic stakeholder engagement. The successful candidate will play a pivotal role in building quality frameworks, analyzing operational performance, identifying improvement opportunities, and deploying scalable and effective solutions across large teams.

Key Responsibilities:

- Build and embed a culture of quality excellence across all business functions.

- Define and implement QA strategies, SOPs, and performance frameworks to ensure high-quality service delivery.

- Drive Quality DNA through structured training, testing, and certification programs.

- Identify areas with significant customer or business impact, conduct deep-dive analyses, and provide strategic direction for quality and efficiency improvements.

- Regularly monitor and report on key metrics and trends to leadership via dashboards and business reviews.

- Provide insightful, data-backed recommendations to enhance productivity and customer experience.

- Foster a data-centric culture focused on problem solving, process optimization, and informed decision-making.

- Analyze operational data to identify bottlenecks, anomalies, and improvement areas, and prioritize actions accordingly.

- Evaluate effectiveness of ongoing initiatives and modify strategies based on results.

- Design and deploy structured processes to ensure effective and consistent delivery.

- Conduct periodic benchmarking of internal processes against industry best practices to ensure competitiveness.

- Establish mechanisms for continuous improvement and process reengineering.

- Collaborate with internal stakeholders including Ops, Tech, and Compliance to align QA strategies with business goals.

- Ensure timely escalation and resolution of quality-related issues.

- Lead a team of 80-100+ professionals, providing mentorship and structured development pathways.

Required Qualifications:

Graduate/Postgraduate degree in any stream. MBA preferred.

Experience Profile:

- Overall Experience of 15+ years in industry

- Relevant Experience of minimum 6-8 years in a QA leadership role

- Proven track record of managing large teams (80-100+ team members) with successful QA transformation initiatives.

- Strong analytical thinking and ability to translate complex data into actionable insights.

- Expertise in quality frameworks (Lean, Six Sigma, etc.)

- Excellent communication and stakeholder management skills.

- Ability to manage change in a dynamic, fast-paced environment.

- Strong problem-solving and root cause analysis capabilities.

Certifications:

Lean Professional (Certified)

Six Sigma Black Belt (Certified)

Master Black Belt

Design Thinking certification