Associate Director- Capability Development

As a Quality Champion at Firstsource, you will play a crucial role in driving quality excellence to build a resilient, customer-centric, and future-ready business. Your commitment to quality will involve driving continuous improvement, innovation, and value creation for clients across various industries and geographies. **Key Responsibilities:** - Drive the strategic quality agenda to ensure delivery excellence and client satisfaction. - Lead process improvement and automation projects using Six Sigma, Lean, and Design Thinking principles. - Develop and implement a robust QA framework, defining sampling, measurement, and governance standards. - Partner with cross-functional teams to deliver client and compliance metrics. - Foster innovation using tools like AI, ML, RPA, and Automated QA systems. - Manage and mentor a team of Quality Managers and Leads; build succession and capability plans. - Identify training needs and partner with L&D to strengthen advisor performance. - Champion customer experience, cost efficiency, and compliance across businesses. **Qualification & Experience:** - Graduate/Postgraduate with 10+ years of experience in Quality within the BPM/BPO industry. - Proven expertise in Six Sigma, Lean, and process transformation. - Exposure to AI, RPA, and automation-led quality transformation. - Strong client-facing and stakeholder management experience. - Excellent communication, analytical, and decision-making skills. - Telecom or BFSI experience preferred. If you're passionate about innovation, analytics, and purpose-driven growth, come join Firstsource where quality creates an impact!,