Quality Assurance Manager

As a Senior Manager Quality Operations in the Customer Service- Trust & Safety domain based in Hyderabad, your primary responsibility will be to lead an independent quality evaluation process. You will oversee the measurement of quality across various sources, provide valuable insights, effectively manage and mentor a team handling diverse workflows, Quality channels, and global stakeholders. Your role also involves driving accountability within the teams to achieve quality performance goals and ensure consistent program standards are met. Key Responsibilities: - Assess and prioritize top-quality issues impacting teams across decision-making channels - Collaborate with internal and external stakeholders to build scalable quality systems - Aggregate audit findings, analyze process gaps, and identify innovative solutions - Conduct forecasting and capacity planning to meet business requirements and ensure continuity - Proactively communicate bottlenecks and challenges, quantify their impact, and facilitate prioritization Qualifications Required: - Minimum 15 years of experience in a scalable quality operations environment - Track record of managing internal and external stakeholders to drive results - Strong critical and analytical thinking skills - Entrepreneurial and proactive mindset - Experience with customer outcome and insight focus - Excellent collaboration skills across functions and regions - Ability to adapt to a fast-paced international work environment - Exceptional communication and presentation skills - Fluency in English - Quality certification (e.g., Lean Six Sigma, TQM) or project management certification (PMP, Prince2) would be advantageous In summary, your role as a Senior Manager Quality Operations will involve driving quality excellence, operational efficiency, and outstanding customer experience by leading a team, collaborating with stakeholders, and implementing innovative solutions to enhance program performance.,