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POSITION REPORTS TO: SENIOR MANAGER – QUALITY AND TRAINING- OPERATIONS / OPERATIONAL EXCELLENCE DEPARTMENT: QUALITY POSITION LOCATION: VADODARA, GUJARAT, INDIA (ON-SITE) BUDGET- ₹ 10,00,000 - ₹ 12,00,000 PA. We will consider BPO/KPO MNC background Candidates only. Manufacturing Industry candidates please don't apply for this. POSITION SUMMARY This position reports to the Senior Manager – Quality and Training _Operations / Operational Excellence. The primary role will be to maintain a high and consistent level of quality support across Operations. Support staff with business training/education to improve overall operational effectiveness. Work collaboratively with internal stakeholders to achieve quality assurance & operational objectives by analyzing information for strategic plans and reviews; implementing quality control and ensuring customer- service standards; identifying and resolving problems through quality audits, ensuring quality standards, processing accuracy and compliance as per predefined checklist. JOB RESPONSIBILITIES Quality Control & Assurance  Oversee the transactional quality team, ensuring adherence to standard operating procedures and service excellence.  Establish, document, and validate quality processes, including operational and performance qualifications.  Create and maintain quality control plans by defining critical control points, preventive measures, and monitoring procedures.  Prepare regular quality reports by collecting and analyzing trends, failure points, corrective actions, and improvement metrics.  Conduct internal audits to ensure process compliance and initiate timely corrective measures.  Identify quality gaps through root cause analysis and drive sustainable improvement initiatives.  Monitor nonconformance reports and ensure resolution through effective action planning and follow- ups. Leadership & Strategic Initiatives  Foster a culture of quality, accountability, and continuous improvement across teams.  Champion problem solving initiatives in a collaborative and innovative manner at a managerial level.  Communicate effectively with stakeholders (US/IND) on a set frequency to ensure errors are reported along with RCA and recommend mitigation plan  Stay current with trends in quality management and training through ongoing education, networking, and professional development. KNOWLEDGE, SKILLS AND ABILITIES  Bachelor’s degree in any field.  >5 Years of experience in a US-based multinational corporation.  3-5 years of experience in Quality Control  Team Management experience will be added advantage  Project management experience or certifications are highly desirable.  ISO 9001 onwards any such certification is preferrable. Technical Skills:  Prior experience facilitating quality control activities supporting a business operation and handling team  Advanced proficiency in MS Office, including Excel & PowerPoint, MS Teams and Outlook. Experience in BI tools (Power BI/Tableau etc.) would be an added advantage.  Experience in quality audits / email communications. Should have the ability to get accustomed to service industry nuances and comprehend scope of work required during quality audits.  Strong data analysis capabilities, with an eye for detail to identify errors.  Exceptional written and verbal communication skills, with the ability to derive insights from information provided.  Analytical problem-solving skills for addressing complex issues.  Basic understanding of tools and techniques such as CAPA, RCA, FMEA, SPC, 8D & 7 QC tools  Handle the transactional quality team. Understand customer needs and requirements to develop effective quality control processes  Prepares quality documentation and reports by collecting, analyzing, and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.  Develop and maintain cooperative working relationships with peers, business partners and managers. Behavioral Skills:  Strong problem-solving skills, with a solution-oriented mindset.  Ability to handle confidential information with discretion.  Strong interpersonal and customer service skills.  Keen attention to detail, anticipating potential challenges and addressing them proactively. Show more Show less
