Director of Quality

Role Overview

Quality & Capability Development function

Key Responsibilities

1. Leadership & Strategic Direction

• Lead and mentor a high-performing Quality and Capability Development team, instilling a culture of excellence, accountability, and innovation.
• Define and execute a strategic roadmap for quality improvement, operational efficiency, and enhanced customer satisfaction.
• Partner with senior leadership across Operations, HR, and Learning functions to align capability development initiatives with business goals.
• Serve as a subject-matter expert, promoting best practices and innovative quality methodologies.

2. Quality Management & Continuous Improvement

• Oversee end-to-end Quality Management systems across business units, ensuring effective performance measurement and reporting frameworks.
• Track and analyze KPIs to identify improvement opportunities and implement sustainable solutions.
• Drive Lean, Six Sigma, and other quality improvement initiatives to optimize processes and reduce operational defects.
• Conduct root cause analyses, design corrective action plans, and monitor implementation for measurable outcomes.

3. Stakeholder & Client Partnership

• Act as the primary contact for all quality-related matters, ensuring high levels of client satisfaction and performance delivery.
• Collaborate with stakeholders to assess quality performance, share insights, and present data-driven recommendations for improvement.
• Foster trusted partnerships through transparency, performance insights, and proactive communication.

4. Training & Capability Development

• Collaborate with Learning & Development teams to design, deliver, and evaluate training programs that strengthen process and quality capability across teams.
• Ensure all employees receive structured onboarding, process training, and certification programs.
• Promote a culture of knowledge sharing and continuous professional development within the organization.

5. Risk, Governance & Compliance

• Ensure compliance with organizational, regulatory, and client-specific quality standards.
• Identify and mitigate potential risks related to process quality or operational performance.
• Drive audit preparedness for internal and external assessments, ensuring documentation and adherence to quality norms.

6. Technology & Innovation

• Leverage analytics, automation, and emerging technologies to enhance quality frameworks and reporting mechanisms.
• Stay informed on evolving industry trends and recommend modern tools or technologies that support process excellence and transformation.

Key Outcomes / Performance Metrics

• Adherence to training SLAs and operational quality benchmarks.
• Continuous improvement in skill proficiency across centers and functions.
• Enhanced process capability and productivity through reengineering and automation.
• Strengthened client partnerships with measurable improvement in satisfaction scores.
• Consistent progress on people development, engagement, and succession planning within the function.

Qualifications

• Education:

  Bachelor’s degree in Business, Engineering, or related field (required).

• Preferred:

  MBA or Master’s in Business, Quality Management, or related discipline.

• Certifications:

  Six Sigma / Lean / Quality Management (Green or Black Belt preferred).

Experience

• 10–15 years of experience in Quality, Process Excellence, or Capability Development.
• Minimum 5 years in a leadership role (Senior Manager / AVP or equivalent).
• Proven track record managing large-scale quality and transformation programs within

  BPO, Shared Services, or IT/Outsourcing environments.

Key Competencies

• Strong leadership and stakeholder management skills.
• Expertise in Quality Framework design, Audit governance, and Process Optimization.
• Proficiency in data analytics and KPI-driven performance improvement.
• Excellent communication, presentation, and cross-functional collaboration abilities.
• Customer-centric mindset with focus on operational efficiency and business outcomes.