Quality Assurance Manager

Role Overview: You will be the Senior Manager Quality Operations based in Hyderabad within the Customer Service- Trust & Safety domain. Your main responsibility will be to lead a multi-faceted independent quality evaluation process, oversee quality measurement across various sources, and provide valuable insights from operations. Your role involves managing and mentoring a team handling diverse workflows, Quality channels, and global stakeholders. Driving accountability within the teams to achieve quality performance goals and ensure consistent program standards are met on a week-over-week basis is crucial. Key Responsibilities: - Assess and prioritize top-quality issues impacting teams across all decision-making channels. - Collaborate with internal and external stakeholders to build scalable quality systems enabling resource-efficient monitoring of decision accuracy and faster identification of user experience issues. - Aggregate audit findings, analyze process gaps, and identify innovative solutions to improve customer experience, drive efficiency, and optimize program operations. - Forecast and plan capacity to meet business requirements and ensure continuity. - Proactively communicate existing bottlenecks and challenges, quantify their impact on operations, and facilitate appropriate prioritization. Qualification Required: - Minimum 15 years of diverse experience in a scalable quality operations environment. - Track record of managing internal and external stakeholders to drive results. - Strong critical and analytical thinking, entrepreneurial mindset, and proactive approach. - Experience with customer outcome and insight focus, collaboration skills, and adaptability to a fast-paced international work environment. - Exceptional communication and presentation skills. - Ability to prioritize tasks, manage time efficiently, and perform well under high-pressure situations. - Fluency in English is a must. - Any quality certification (e.g., Lean Six Sigma, TQM) or project management certification (PMP, Prince2) would be advantageous.,