Quality Manager - Content Moderation || Noida || US Shifts

HCL is hiring for Quality Deputy Manager || Content Moderation

I nterested candidates, drop in your resume along with below details as mandate

Subject - Quality Content Manager

Email - Anku.jain@hcltech.com

Experience in Quality Content Manager in years -

Current CTC

Expected CTC -

Preferred location -

US shifts - Yes / No

Notice period.

Deputy Manager – Quality Lead

Position : Deputy Manager – Quality

Department : Operations / Quality

Location : Noida

Reports To : Operations Manager / Delivery Head

Role Summary :

The Quality Lead will be responsible for driving process excellence, ensuring high service delivery standards, and implementing quality frameworks across projects. The role involves leading a team of Quality Analysts, managing audits, identifying process gaps, and collaborating with stakeholders for continuous improvement and client satisfaction.

Key Responsibilities :

• Lead and manage the Quality team to ensure defined quality parameters and client SLAs are met.
• Design and implement quality frameworks, SOPs, and audit checklists.
• Conduct regular transaction audits and share actionable insights with operations and training teams.
• Analyze process trends, prepare RCA (Root Cause Analysis) and CAPA (Corrective Action & Preventive Action).
• Drive calibration sessions with clients and internal teams to ensure scoring alignment.
• Identify improvement opportunities using data-driven analysis and implement process enhancement plans.
• Generate weekly and monthly Quality MIS reports for leadership and clients.
• Collaborate with Training and Ops teams for upskilling and re-training based on audit findings
• Monitor agent performance and support continuous improvement initiatives.
• Ensure compliance with client and organizational standards.

Key Skills & Competencies :