Manager - Quality

Innover Digital

10 - 15 years

5 - 9 Lacs

kolkata

Posted:12 hours ago| Platform:

Apply

Skills Required

bpo supply chain telecom business transformation operational excellence bfsi healthcare ites recruitment auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

More Jobs at Innover Digital

DataDog Specialist

Bengaluru

2 - 3 yrs

INR 4 - 5 Lacs

Senior Data Engineer

Bengaluru

8 - 12 yrs

INR 25 - 30 Lacs

DevOps Engineer (PowerShell)

Bengaluru

2 - 7 yrs

INR 4 - 9 Lacs

Senior Data Engineer (Sybase)

Bengaluru

6 - 12 yrs

INR 8 - 14 Lacs

Database Engineer

Bengaluru

2 - 4 yrs

INR 4 - 6 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.