Head - Quality Management System - BPO/KPO

Role: Head of Quality (Leader)
Reporting to: Global Delivery Leader
Location: Bengaluru/ Gurgaon
Key Responsibilities
Strategic Leadership
- Define and execute the long-term quality strategy aligned with business objectives.
- Partner with executive leadership to embed quality as a core pillar of the strategy.
- Anticipate shifts in industry trends, especially technology and AI, to keep quality practices future-ready.
Quality Management System (QMS)
- Establish and continuously refine an enterprise-wide Quality Management System across service lines
- Drive standardization of processes, critical-to-quality controls, KPIs, and governance across delivery centers.
- Implement centralized Level-2 quality assurance and oversight for early risk detection.
- Provide actionable insights for process improvement, certification roadmaps, and delivery excellence initiatives.
Business Excellence
- Institutionalize business excellence practices (Lean, Six Sigma) to achieve measurable business impact.
- Lead large-scale Black Belt projects and mentor Green Belt initiatives for productivity improvements and cost reductions.

- Collaborate with technology and AI teams to drive digital transformation initiatives.
- Build a culture of innovation through training, mentoring, and continuous improvement frameworks.
Standards, Practices and Benchmarking
- Define maturity standards and benchmarks for delivery center performance.
- Conduct periodic maturity assessments and drive targeted improvements.
- Leverage industry intelligence to refine operational models, cost efficiency, and productivity frameworks.
Strategic Projects / Program Integration
- Oversee selective strategic programs focused on efficiency and effectiveness.
- Ensure strong integration, interdependencies, and governance across enterprise-wide projects.
- Implement and manage balanced scorecards and aligned quality metrics.
Customer & Stakeholder Management
- Act as the voice of the customer, ensuring high service quality, reliability, and cost-effectiveness.
- Lead executive-level communication on quality-related matters, including risk and escalation management.
Team Management
- Lead, inspire, and develop a global team of quality professionals.
- Foster accountability, transparency, and a proactive quality culture across the enterprise.
- Promote continuous learning, cross-functional collaboration, and innovative practices.
Key Competencies
- Strong strategic and systems thinking.
- Executive presence with ability to influence senior stakeholders.
- Analytical and problem-solving expertise with data-driven decision making.
- Proven ability to build and mentor high-performing teams.
- Client-centric mindset, driving measurable impact.
- Emphasis on digital-first approaches, technology adoption, and automation.
- Ability to shape organizational culture around innovation, excellence, and continuous improvement.
Job Requirements
Education:
- MBA from a reputed national or international B-School.
- Engineering or graduate degree in a top-tier institution (IIT/NIT/REC equivalent).
Skills & Experience:
- Proven leadership in setting up and scaling large quality and excellence functions.
- Deep industry experience with exposure to both third-party commercial and captive/global capability center models.
- Strong knowledge of statistical models, technology platforms, and labor cost management.
- Resilient leader with ability to thrive in ambiguity and transformation-driven environments.
- Commercially astute with executive-level business acumen.
- Expertise in delivery excellence, workforce development, and digital/AI-enabled transformations.
- Strong client-facing orientation, with a track record of success in driving satisfaction and business value.