Associate Director - Quality and Compliance

Key Responsibilities

• Responsible for overall operations quality, customer satisfaction score (CSAT), product process knowledge, and process updates.
• Responsible for ensuring smooth setup and function of quality and process improvement team to meet business, internal, and certification requirements; this involves designing functional-level policies and procedures and driving standardization across all clients.
• Drive Quality initiatives across the organization and bring in efficiencies and effectiveness in processes.
• Drive a continuous improvement culture through training, coordination, and implementation of principles of Process Improvement in aday-to-day operation.
• Developing process improvement and innovation strategy for client business, planning and execution of projects; managing process improvement program for client engagement(s).
• Works in partnership with the Operations and Training team to study andanalyzetrends in Quality, following through with recommendations, and to ensure that theorganizationcantrain and develop the people with a strong focus on quality metrics as per the laid down process.
• Provide regular updates on quality initiatives and process improvement projects to key project stakeholders across the organization asrequired.
• Research to create value-added proposals for prospective and existing clients.
• Process mapping andidentifyingnon-value-added steps to create lean and agile processes.
• Responsible for targeting the completion of process improvement projects within a specifiedtime framewhile achieving a cost reduction goal.
• Improve internal quality and customer satisfaction (CSAT/ NPS).
• Conflict management with all stakeholders for smooth and effective business operations.
• Work with operations leaders across the organization to share best practices seamlessly
• Participate in WBRs / MBRs / QBRs, ensure alignment to clients quality objective

What will you need to succeed in this role

• In-depth experience in quality operations management and process improvement.
• Strong leadership skills to guide quality teams and drive strategic initiatives.
• Proven ability to manage client relationships and effectively communicate project progress.
• Expertisein analytical thinking and data interpretation for informed decision-making.
• Ability to promote a continuous improvement culture, fostering innovation and quality-focused processes.

Good to Have:

• Certification in Lean Six Sigma, preferably a Black Belt.
• Proven experience in conflict resolution and stakeholder management.
• Expertisein PL management and client engagement.
• Familiarity with team and people management in a dynamic, multi-functional environment.
• Skill in presenting data-driven insights and innovative solutions to stakeholders.

Role Requisites:

• Bachelors degree in business, Operations Management, or a related field.
• Minimum of 10+years of experience in quality operations, with a completed Black Belt project in Six Sigma.
• Demonstrated success in driving process improvements and enhancing customer satisfaction (CSAT/NPS).
• Strong analytical and presentation skills for interpreting and communicating data insights.
• Excellent client management and communication skills to ensure alignment with client qualityobjectives.