Quality Manager

Job Title: Quality Manager

Location: Mumbai

Reports To: Customer Experience Director

Position Summary

The Quality Manager is responsible for leading the quality assurance function and driving continuous improvement across all operational processes. This role champions a data-driven culture, leveraging analytics to identify trends, root causes, and opportunities for process optimization. The Quality Manager collaborates with cross-functional teams to implement best practices, ensure compliance with internal and external standards, and deliver superior customer experiences.

Key Responsibilities

• Quality Leadership:

• Develop, implement, and maintain quality management systems, policies, and procedures aligned with organizational goals and regulatory requirements.
• Lead and mentor a team of Quality Analysts and other quality professionals, fostering a culture of continuous improvement and accountability.

• Process Improvement:

• Identify, prioritize, and lead process improvement initiatives using methodologies such as Six Sigma, Lean, or similar frameworks.
• Collaborate with operations, customer service, and other departments to streamline workflows, eliminate inefficiencies, and enhance service delivery.
• Monitor and evaluate the effectiveness of implemented improvements, adjusting strategies as needed.

• Data Analysis & Reporting:

• Define and track key performance indicators (KPIs) for quality and process efficiency.
• Analyze quality data, audit findings, and operational metrics to uncover trends, anomalies, and root causes of defects.
• Prepare and present actionable insights and recommendations to senior management, supporting data-driven decision-making.

• Risk Management:

• Proactively identify potential risks to quality and operational performance.
• Develop and implement mitigation strategies to address identified risks and ensure business continuity.

• Stakeholder Engagement:

• Serve as a liaison between business units, leadership, and external partners to ensure alignment on quality objectives.

Required Qualifications & Experience

• Experience

  : Minimum 46 years of experience in quality assurance, process improvement, or a related discipline, with at least 2 years in a leadership or managerial role.

• Mandatory Background:

  At least 2 years of direct experience in Customer Service, Technical Support, or Sales role within a software, IT, or subscription services environment.
• Proven expertise in process improvement methodologies (e.g., Six Sigma, Lean) and quality management systems (e.g., ISO 9001).
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, Power BI, statistical software).
• Excellent communication, leadership, and interpersonal skills.
• Experience managing audits, compliance, and corrective action plans.

Preferred Skills

• Certification in quality management (e.g., Certified Quality Manager, Six Sigma Black Belt).
• Experience in software, IT, or subscription services environments.
• Familiarity with CRM, case tracking, and reporting dashboards.
• Ability to drive change and influence stakeholders at all levels.