Manager - Quality Assurance / Quality Control

Develop and maintain a QA/QC framework for Business Services. Set quality standards, checklists and control mechanisms for each service line and client engagement. Align standards with contracts, SLAs, KPIs, SOPs and internal policies. Review and update standards regularly, and promote a quality-focused culture. Run regular quality assessments, operational reviews and compliance checks. Monitor service delivery against SLAs, KPIs and client requirements. Track errors, service gaps and recurring issues through to closure, and verify that corrective actions work. Set and monitor quality metrics aligned with client SLAs and contracts. Analyze recurring SLA/KPI breaches and recommend fixes. Support Account Managers with client quality concerns and develop client-specific scorecards.

Desired Candidate Profile

Bachelor’s degree in Quality Management, Business Administration, Operations Management, Engineering, Management or a related field. Master’s degree / MBA preferred. Professional certification in Quality Management, Process Improvement, Lean Six Sigma, ISO or a related discipline preferred. 7+ years of relevant experience in Quality Assurance, Quality Control, Operations Excellence, Process Improvement or Service Quality. Experience in outsourcing, managed services, BPO, staffing, facilities management or shared services preferred. Demonstrated experience developing quality management frameworks, audit programs and operational controls. Strong experience in SLA/KPI monitoring, process audits, root-cause analysis and CAPA management. Proficiency in Microsoft Excel, Power BI or similar tools preferred; experience with quality management systems, CRM or workflow tracking platforms preferred. Quality orientation, strong attention to detail and process orientation. Analytical, data-driven thinking and strong problem-solving skills. Root-cause analysis and a continuous improvement mindset. Strong communication, report-writing and presentation skills. Stakeholder management and client focus, with the ability to influence without direct authority. Accountability, decision-making ability, planning and organizational skills. Collaboration, persistence and follow-through. Employment Type Full-time