Quality and Assurance Manager

Key Responsibilities: Design, implement, and monitor quality standards aligned with program goals and client expectations for career transition services Establish and execute assurance management schedules to inspect, evaluate, and continuously improve delivery quality Drive process maturity by assessing current workflows and instituting elevated benchmarks for operational excellence Lead internal and client-facing QA calibration sessions, ensuring alignment on quality parameters and followthrough on action items Collaborate with Talent Management and HR teams to integrate QA insights into learning, performance, and career development frameworks Track and analyze performance trends; identify skill gaps and support the creation of targeted development plans and upskilling initiatives Monitor and validate knowledge transfer processes; ensure readiness of teams through structured training and certification approaches Support process-level issue resolution and risk mitigation in partnership with stakeholders, ensuring compliance and service continuity Provide inputs for succession planning and talent mobility by evaluating employee capability and readiness through quality metrics Diagnose root causes of performance issues and design corrective action plans, including coaching and training interventions Monitor, coach, and provide structured feedback to team members to build a culture of continuous improvement Maintain and publish KPI dashboards and MIS reports for internal leadership and client partners Provide recommendations for business improvement initiatives based on quality data, customer feedback, and delivery outcomes Develop and implement mitigation plans for client escalations, ensuring effective resolution and process safeguards Contribute to embedding quality benchmarks into goal setting, performance reviews, and broader talent operations strategy Key Competencies: Organizational Ownership and Values Alignment Achievement Orientation and Results Focus Stakeholder Engagement and Relationship Management Talent Development Orientation Data-Driven Decision Making Key Qualifications: 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 Show more Show less