Quality and Assurance Manager

As a Quality Assurance Manager, you will play a crucial role in ensuring the quality standards are met for career transition services. Your responsibilities will include: - Designing, implementing, and monitoring quality standards aligned with program goals and client expectations - Establishing and executing assurance management schedules to inspect, evaluate, and continuously improve delivery quality - Driving process maturity by assessing current workflows and instituting elevated benchmarks for operational excellence - Leading internal and client-facing QA calibration sessions to ensure alignment on quality parameters and follow-through on action items - Collaborating with Talent Management and HR teams to integrate QA insights into learning, performance, and career development frameworks - Tracking and analyzing performance trends, identifying skill gaps, and supporting the creation of targeted development plans and upskilling initiatives - Monitoring and validating knowledge transfer processes, ensuring team readiness through structured training and certification approaches - Supporting process-level issue resolution and risk mitigation in partnership with stakeholders, ensuring compliance and service continuity - Providing inputs for succession planning and talent mobility by evaluating employee capability and readiness through quality metrics - Diagnosing root causes of performance issues and designing corrective action plans, including coaching and training interventions - Monitoring, coaching, and providing structured feedback to team members to build a culture of continuous improvement - Maintaining and publishing KPI dashboards and MIS reports for internal leadership and client partners - Providing recommendations for business improvement initiatives based on quality data, customer feedback, and delivery outcomes - Developing and implementing mitigation plans for client escalations, ensuring effective resolution and process safeguards - Contributing to embedding quality benchmarks into goal setting, performance reviews, and broader talent operations strategy Key Competencies required for this role include: - Organizational Ownership and Values Alignment - Achievement Orientation and Results Focus - Stakeholder Engagement and Relationship Management - Talent Development Orientation - Data-Driven Decision Making Key Qualifications for the position: - Minimum 6 years of experience in International BPO/Offshore Quality Management or Team Leadership roles - Proven expertise in setting up and managing quality assurance functions in client-facing or captive backoffice environments - ISO Process Mapping knowledge and certification experience - Six Sigma Certification Black Belt - Experience working in partnership with Talent Management or HR teams on development, training, or performance initiatives is preferred,