Senior Quality and Assurance Manager (Non IT)

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