Senior Quality Assurance Manager

Senior Manager – Quality Operations

Location- Hyderabad

Domain- Customer Service- Trust & Safety

Looking for immediate joiners only

• Responsible for leading a multi-faceted independent quality evaluation process for measuring quality across multiple sources and providing insights from the operation.
• Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders.
• Drive accountability within the teams to meet quality performance goals and ensure program standards are met on a week-over-week basis.
• Assess and prioritize the top-quality issues affecting the teams in across all decision-making channels.
• Partner with internal and external stakeholders to build scalable quality systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues faster.
• Drive a proactive outcome and insight environment.
• Drive insights to continuously improve and deliver outstanding customer experience across the program.
• Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency.
• Optimize program operations with a focus on process management, key strategic initiatives and bring ideas with tangible actions to improve the business and performance.
• Forecast and capacity planning to meet the business requirements ensure continuity.
• Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
• Able to clearly outline current performance drivers and actions to improve.
• Responsible for managing the client communication and leading all business review – WBRs, MBRs and QBRs

Recommended Qualifications

• Should have a minimum of 15 years of diverse experience in scalable quality operations environment ideally with experience in managing internal and external (3rd party vendor partners) stakeholders to drive results.
• Strong critical and analytical thinking with an entrepreneurial and proactive mind-set.
• Customer outcome and insight focus experience.
• Strong collaboration skills across function and regions, ability to adapt to a fast-paced, international work environment with a passion for making an impact and share best practices.
• Exceptional communication and presentation skills; able to articulate the story and drivers behind positive or negative performance trends tied to tangible actions.
• Ability to effectively prioritize tasks and manage time, even under high- pressure situations.
• Fluency and excellent communication skills in English.
• Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level.
• Quality certification (e.g., Lean Six Sigma, TQM, etc.) is a plus.
• Project management certification (PMP, Prince2, etc.) is a plus.