Quality Assurance Manager (BPO)

Title: Senior Manager/Lead – Quality & Process Excellence

Location: Kolkata

Work Mode: WFO

Shift: 24*7

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:

Quality and Process Excellence Leader

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