Senior Manager - Quality Assurance - Non IT

Description:

- Design, implement, and monitor quality standards aligned with program goals and client expectations for career transition services.

- Establish and execute assurance management schedules to inspect, evaluate, and continuously improve delivery quality.

- Drive process maturity by assessing current workflows and instituting elevated benchmarks for operational excellence.

- Lead internal and client-facing QA calibration sessions, ensuring alignment on quality parameters and followthrough on action items.

- Collaborate with Talent Management and HR teams to integrate QA insights into learning, performance, and career development frameworks.

- Track and analyze performance trends; identify skill gaps and support the creation of targeted development plans and upskilling initiatives.

- Monitor and validate knowledge transfer processes; ensure readiness of teams through structured training and certification approaches.

- Support process-level issue resolution and risk mitigation in partnership with stakeholders, ensuring compliance and service continuity.

- Provide inputs for succession planning and talent mobility by evaluating employee capability and readiness through quality metrics.

- Diagnose root causes of performance issues and design corrective action plans, including coaching and training interventions.

- Monitor, coach, and provide structured feedback to team members to build a culture of continuous improvement.

- Maintain and publish KPI dashboards and MIS reports for internal leadership and client partners.

- Provide recommendations for business improvement initiatives based on quality data, customer feedback, and delivery outcomes.

- Develop and implement mitigation plans for client escalations, ensuring effective resolution and process safeguards.

- Contribute to embedding quality benchmarks into goal setting, performance reviews, and broader talent operations strategy.

Key Competencies:

- Organizational Ownership and Values Alignment.

- Achievement Orientation and Results Focus.

- Stakeholder Engagement and Relationship Management.

- Talent Development Orientation.

- Data-Driven Decision Making.

Key Qualifications:

- Minimum 6 years of experience in International BPO/Offshore Quality Management or Team Leadership roles.

- Proven expertise in setting up and managing quality assurance functions in client-facing or captive backoffice environments.

- ISO Process Mapping knowledge and certification experience.

- Six Sigma Certification Black Belt.

- Experience working in partnership with Talent Management or HR teams on development, training, or performance initiatives is preferred.