Assistant Manager - Quality Control (BPO/KPO ONLY)

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.