Manager - Quality

At Innover, we endeavor to see our clients become connected, insight-driven businesses. Our integrated Digital Experiences, Data & Insights and Digital Operations studios help clients embrace digital transformation and drive unique outstanding experiences that apply to the entire customer lifecycle. Our connected studios work in tandem to reimagine the convergence of innovation, technology, people, and business agility to deliver impressive returns on investments. We help organizations capitalize on current trends and game-changing technologies molding them into future-ready enterprises.

Take a look at how each of our studios represents deep pockets of expertise and delivers on the promise of data-driven, connected enterprises.

Title: Senior Manager/Lead – Quality & Process Excellence

Location: Kolkata

Work Mode: WFO

Shift: 24*7 (Applicants should be comfortable with Night Shifts)

Experience Required:

Minimum 10+ years in Quality Management, Process Excellence, and BPO Operations Minimum 10+ years in people leadership roles Experience across multiple geographies, delivery models, and industries

Job Summary:

We are looking for a dynamic and highly experienced Quality and Process Excellence Leader to spearhead our enterprise-wide Quality function across diverse verticals. The candidate will be responsible for designing and driving the Quality strategy and culture across global sites. The ideal candidate can be a Six Sigma Master Black Belt and have extensive experience in leading large-scale transformation programs in BPO, Shared Services, and ITES industries.

You will be responsible for aligning our operations to international quality standards (COPC, ISO 9001, ISO 27001), developing internal quality capabilities, and fostering a culture of continuous improvement, customer centricity, compliance, and cost efficiency.

Key Responsibilities:

1. Strategic Quality Leadership:

• Define and implement the organization-wide Quality strategy and governance model.
  
• Lead the end-to-end quality function across voice, non-voice, and back-office operations for global delivery centers.
  
• Manage client-facing quality engagements and ensure client satisfaction through robust SLA and KPI performance governance.
  
• Collaborate closely with the Executive Leadership Team to align Quality goals with business outcomes.

2. Process Excellence & Transformation:

• Champion Lean Six Sigma methodology across all operational units.
  
• Mentor and lead complex transformation projects to drive efficiency, cost savings, and customer experience improvements.
  
• Successfully close high-impact Lean Six Sigma projects with multi-million-dollar savings and deploy trained Black Belts and Green Belts across verticals.
  
• Support the design and deployment of Global Operating Standards (GOS) to ensure global consistency and optimization of processes.

3. Quality Governance & Audits:

• Establish and maintain Quality Management Systems (QMS) in line with ISO 9001, ISO 27001, and COPC standards.
  
• Plan, lead, and execute internal audits, external client audits, and compliance reviews across global centers.
  
• Own SOP/SOW/SIP documentation management and continuous updates to align with evolving client and business needs.

4. People Management & Capability Building:

• Lead and develop large cross-functional global quality teams - Team Leaders, Transaction Quality Analysts, Compliance Auditors, Process Excellence professionals.
  
• Handle people processes such as career pathing, IDPs, performance appraisals, and succession planning for a team supporting over 1000+ FTEs globally.

5. Client & Operational Excellence Engagements:

• Serve as a strategic partner to Operations, Delivery, Transition, Training, Recruitment, and Client Services to proactively identify gaps and implement improvement solutions.
  
• Ensure service readiness for new client programs and transitions by developing robust quality frameworks and control mechanisms.
  
• Drive measurable improvements in business metrics such as customer satisfaction, NPS, FCR, cost per transaction, revenue impact, and compliance adherence.

6. Digital & Analytics Enablement:

• Partner with in-house technology teams to design quality dashboards, audit tracking systems, and real-time analytics for operations control and management.
  
• Drive automation initiatives in quality monitoring, compliance checks, and root cause identification to reduce manual dependencies and improve speed.

Technical & Functional Skills:

• Expertise in Lean Six Sigma, COPC, ISO, GOS, QMS, RCA, and FMEA
  
• Deep understanding of BPO lifecycle management from Presales to Delivery
  
• Excellent command of quality metrics: C-SAT, DSAT, AHT, FCR, VOC, etc.
  
• Strong analytical, stakeholder management, and executive communication skills
  
• Ability to operate in a fast-paced, globally distributed, and multicultural work environment

Preferred Industry Experience:

• BPO / BPM / KPO
  
• Shared Services / Captives
  
• Healthcare RCM, BFSI, Telecom

About Us:

Innover Digital is an award-winning AI-first engineering firm that drives business transformation through Experience Engineering, Digital Engineering, and Process Engineering. These integrated capabilities empower us to craft visionary strategies, execute innovative digital solutions, and deliver flawless process outcomes.

With deep expertise, Innover empowers Fortune 1000 firms through AI, data, and automation-driven digital transformation excellence.

Headquartered in Alpharetta, Georgia, with delivery centers in India (Noida, Kolkata & Bengaluru) and Mexico, we serve diverse industries—from Supply Chains to BFSI. Our accolades include the Supply Chain Brain Award, Top Software and Tech Award, and Best Workplace honors.

Please visit our website to learn more about us - Innover | Building Connected, Insight-Driven Businesses | Digital & Analytics solutions (innoverdigital.com)

Interview Steps: 3 Rounds of Interview over Teams with 1 Face to Face Interview in Work Location.

Title: Senior Manager/Lead – Quality & Process Excellence

Location: Kolkata

Work Mode: WFO

Shift: 24*7 (Applicants should be comfortable with Night Shifts)

Experience Required:

Minimum 10+ years in Quality Management, Process Excellence, and BPO Operations Minimum 10+ years in people leadership roles Experience across multiple geographies, delivery models, and industries

Job Summary:

We are looking for a dynamic and highly experienced Quality and Process Excellence Leader to spearhead our enterprise-wide Quality function across diverse verticals. The candidate will be responsible for designing and driving the Quality strategy and culture across global sites. The ideal candidate can be a Six Sigma Master Black Belt and have extensive experience in leading large-scale transformation programs in BPO, Shared Services, and ITES industries.

You will be responsible for aligning our operations to international quality standards (COPC, ISO 9001, ISO 27001), developing internal quality capabilities, and fostering a culture of continuous improvement, customer centricity, compliance, and cost efficiency.

Key Responsibilities:

1. Strategic Quality Leadership:

• Define and implement the organization-wide Quality strategy and governance model.
  
• Lead the end-to-end quality function across voice, non-voice, and back-office operations for global delivery centers.
  
• Manage client-facing quality engagements and ensure client satisfaction through robust SLA and KPI performance governance.
  
• Collaborate closely with the Executive Leadership Team to align Quality goals with business outcomes.

2. Process Excellence & Transformation:

• Champion Lean Six Sigma methodology across all operational units.
  
• Mentor and lead complex transformation projects to drive efficiency, cost savings, and customer experience improvements.
  
• Successfully close high-impact Lean Six Sigma projects with multi-million-dollar savings and deploy trained Black Belts and Green Belts across verticals.
  
• Support the design and deployment of Global Operating Standards (GOS) to ensure global consistency and optimization of processes.

3. Quality Governance & Audits:

• Establish and maintain Quality Management Systems (QMS) in line with ISO 9001, ISO 27001, and COPC standards.
  
• Plan, lead, and execute internal audits, external client audits, and compliance reviews across global centers.
  
• Own SOP/SOW/SIP documentation management and continuous updates to align with evolving client and business needs.

4. People Management & Capability Building:

• Lead and develop large cross-functional global quality teams - Team Leaders, Transaction Quality Analysts, Compliance Auditors, Process Excellence professionals.
  
• Handle people processes such as career pathing, IDPs, performance appraisals, and succession planning for a team supporting over 1000+ FTEs globally.

5. Client & Operational Excellence Engagements:

• Serve as a strategic partner to Operations, Delivery, Transition, Training, Recruitment, and Client Services to proactively identify gaps and implement improvement solutions.
  
• Ensure service readiness for new client programs and transitions by developing robust quality frameworks and control mechanisms.
  
• Drive measurable improvements in business metrics such as customer satisfaction, NPS, FCR, cost per transaction, revenue impact, and compliance adherence.

6. Digital & Analytics Enablement:

• Partner with in-house technology teams to design quality dashboards, audit tracking systems, and real-time analytics for operations control and management.
  
• Drive automation initiatives in quality monitoring, compliance checks, and root cause identification to reduce manual dependencies and improve speed.

Technical & Functional Skills:

• Expertise in Lean Six Sigma, COPC, ISO, GOS, QMS, RCA, and FMEA
  
• Deep understanding of BPO lifecycle management from Presales to Delivery
  
• Excellent command of quality metrics: C-SAT, DSAT, AHT, FCR, VOC, etc.
  
• Strong analytical, stakeholder management, and executive communication skills
  
• Ability to operate in a fast-paced, globally distributed, and multicultural work environment

Preferred Industry Experience:

• BPO / BPM / KPO
  
• Shared Services / Captives
  
• Healthcare RCM, BFSI, Telecom

About Us:

Innover Digital is an award-winning AI-first engineering firm that drives business transformation through Experience Engineering, Digital Engineering, and Process Engineering. These integrated capabilities empower us to craft visionary strategies, execute innovative digital solutions, and deliver flawless process outcomes.

With deep expertise, Innover empowers Fortune 1000 firms through AI, data, and automation-driven digital transformation excellence.

Headquartered in Alpharetta, Georgia, with delivery centers in India (Noida, Kolkata & Bengaluru) and Mexico, we serve diverse industries—from Supply Chains to BFSI. Our accolades include the Supply Chain Brain Award, Top Software and Tech Award, and Best Workplace honors.

Please visit our website to learn more about us - Innover | Building Connected, Insight-Driven Businesses | Digital & Analytics solutions (innoverdigital.com)

Interview Steps: 3 Rounds of Interview over Teams with 1 Face to Face Interview in Work Location.