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
As the Quality Assurance Manager, your primary responsibility will be to design, implement, and monitor quality standards that are in line with program objectives and meet client expectations for career transition services. You will be tasked with establishing and executing assurance management schedules to assess, evaluate, and enhance delivery quality continually. Driving process maturity through the assessment of current workflows and setting higher benchmarks for operational excellence will be a crucial aspect of your role. Leading both internal and client-facing QA calibration sessions will be essential to ensure alignment on quality parameters and follow-through on action items. You will collaborate closely with Talent Management and HR teams to integrate QA insights into learning, performance, and career development frameworks. Tracking and analyzing performance trends, identifying skill gaps, and aiding in the creation of targeted development plans and upskilling initiatives will also fall under your purview. Monitoring and validating knowledge transfer processes, ensuring team readiness through structured training and certification approaches, and supporting process-level issue resolution and risk mitigation in partnership with stakeholders will be key responsibilities. Additionally, you will provide inputs for succession planning and talent mobility by evaluating employee capability and readiness through quality metrics. Diagnosing root causes of performance issues, designing corrective action plans that may include coaching and training interventions, and providing structured feedback to team members to foster a culture of continuous improvement will be part of your day-to-day activities. Maintaining and publishing KPI dashboards and MIS reports for internal leadership and client partners, as well as offering recommendations for business improvement initiatives based on quality data, customer feedback, and delivery outcomes, will also be crucial aspects of your role. Furthermore, you will develop and implement mitigation plans for client escalations, ensuring effective resolution and process safeguards, and contribute to embedding quality benchmarks into goal setting, performance reviews, and broader talent operations strategy. In terms of key competencies, organizational ownership, values alignment, achievement orientation, results focus, stakeholder engagement, relationship management, talent development orientation, and data-driven decision-making will be essential for success in this role. The ideal candidate will have a minimum of 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 back-office environments, ISO Process Mapping knowledge and certification experience, Six Sigma Certification Black Belt, and experience working collaboratively with Talent Management or HR teams on development, training, or performance initiatives.,
As a Quality Assurance Manager, you will play a crucial role in ensuring the quality standards are met for career transition services. Your responsibilities will include: - Designing, implementing, and monitoring quality standards aligned with program goals and client expectations - Establishing and executing assurance management schedules to inspect, evaluate, and continuously improve delivery quality - Driving process maturity by assessing current workflows and instituting elevated benchmarks for operational excellence - Leading internal and client-facing QA calibration sessions to ensure alignment on quality parameters and follow-through on action items - Collaborating with Talent Management and HR teams to integrate QA insights into learning, performance, and career development frameworks - Tracking and analyzing performance trends, identifying skill gaps, and supporting the creation of targeted development plans and upskilling initiatives - Monitoring and validating knowledge transfer processes, ensuring team readiness through structured training and certification approaches - Supporting process-level issue resolution and risk mitigation in partnership with stakeholders, ensuring compliance and service continuity - Providing inputs for succession planning and talent mobility by evaluating employee capability and readiness through quality metrics - Diagnosing root causes of performance issues and designing corrective action plans, including coaching and training interventions - Monitoring, coaching, and providing structured feedback to team members to build a culture of continuous improvement - Maintaining and publishing KPI dashboards and MIS reports for internal leadership and client partners - Providing recommendations for business improvement initiatives based on quality data, customer feedback, and delivery outcomes - Developing and implementing mitigation plans for client escalations, ensuring effective resolution and process safeguards - Contributing to embedding quality benchmarks into goal setting, performance reviews, and broader talent operations strategy Key Competencies required for this role include: - Organizational Ownership and Values Alignment - Achievement Orientation and Results Focus - Stakeholder Engagement and Relationship Management - Talent Development Orientation - Data-Driven Decision Making Key Qualifications for the position: - 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,