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

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• 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