About Firstsource
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, SA, Australia and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies
Job Title:
Job Type:
Grade:
Function/Department:
Role Description:
Roles & Responsibilities
Leadership & Strategic Vision:
- Lead and mentor a high-performing Quality team, fostering a culture of continuous improvement, accountability, and operational excellence.
- Develop and execute a comprehensive quality strategy to enhance customer satisfaction, reduce operational costs, and drive business growth.
- Partner with senior leadership (Operations, HR, Training) to align quality strategies with business objectives and client goals.
- Provide subject-matter expertise and thought leadership on industry best practices in quality management.
Quality Management & Improvement:
- Oversee the end-to-end Quality Management process for all business units, ensuring robust measurement frameworks, audits, and performance metrics are established and tracked.
- Monitor performance through KPIs and analytics to identify trends, gaps, and improvement opportunities.
- Implement and drive Six Sigma, Lean, and other process improvement methodologies to improve operational efficiencies and reduce defects.
- Conduct root-cause analysis for quality issues, develop corrective actions, and track improvement initiatives.
Client & Stakeholder Management:
- Serve as the primary point of contact for quality-related matters with clients, ensuring their expectations are met or exceeded.
- Engage in regular discussions with clients to understand their quality requirements, challenges, and performance expectations.
- Present quality performance reports and insights to senior leadership, stakeholders, and clients, making data-driven recommendations for improvement.
Training & Development:
- Collaborate with the Training and Learning & Development teams to ensure all associates are trained on quality standards, process best practices, and compliance requirements.
- Design and conduct quality training programs to enhance team capabilities and maintain consistent quality performance across the organization.
- Create and maintain a knowledge-sharing environment that promotes cross-functional learning.
Risk Management & Compliance:
- Monitor compliance with regulatory and quality standards, ensuring all processes and outcomes align with industry regulations and company policies.
- Identify potential risks related to quality management and implement mitigation strategies.
- Drive audit readiness and ensure teams are prepared for internal and external audits.
Technology & Tools:
- Leverage technology solutions (e.g., analytics, automation tools) to enhance quality management systems and reporting capabilities.
- Stay updated on the latest trends and tools in quality management, making recommendations for tool adoption where appropriate.
Expected/Key Results
- Ensure adherence to established Training Service Level Agreements (SLAs) and requirements.
- Foster skill enhancement within respective centers and processes to elevate proficiency.
- Strive for an elevated persistency score and ensure the continuous relevance of training materials.
- Guarantee structured training for 100% of new hires/transfers in operations and enhance the breadth and depth of employee process training certifications across all processes.
- Aim for an amplified number of process enhancements within existing workflows.
- Cultivate new client connections while nurturing existing client relationships. Track and disseminate critical training metrics for effective monitoring and transparency.
- Forge robust internal stakeholder relationships, evident through positive stakeholder feedback.
- Prioritize People Engagement and Development, focusing on the retention, development, and succession planning within the function (a mandatory goal for People Managers, already included in the Goal Sheet).
Preferred Work Experience
- 10-15 years of experience in quality management, process improvement, or a related field, with at least 5 years in a leadership position (AVP, Senior Manager, or equivalent).
- Proven track record in managing large-scale quality operations, ideally within a BPO, IT outsourcing, or customer service environment.
- Strong expertise in Lean, Six Sigma, or other quality improvement methodologies (Green Belt/Black Belt certification preferred).
Competencies & Skills
- Strong leadership skills with the ability to motivate, guide, and develop teams in a high-pressure environment.
- Expertise in designing and implementing quality assurance frameworks and quality control mechanisms.
- Excellent data analysis skills, with the ability to generate insights from complex datasets.
- Ability to drive business process optimization initiatives using Lean, Six Sigma, or similar frameworks.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with internal teams and external clients.
- High-level understanding of customer-centric operations, with a keen eye on operational efficiency and client satisfaction.
?? Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels.
