Own the QA governance framework, drive strategic improvements, and ensure QA operations align with business goals of quality, risk reduction, and efficiency
Define and implement the QA framework across Order Management Product Fulfilment processes
Own SLA/KPI delivery (Accuracy %, FPY, Error Leakage, RCA Closure)
Establish governance cadence with client stakeholders (Adhoc, daily, weekly and Monthly reviews along with RCA)
Proficiency in QA methodologies such as 7 QC tools, SWOT analysis, continuous improvement framework, error rubrics, and sampling strategies
Drive automation initiatives in QA workflows using tool
Lead root cause analysis of systemic errors and oversee Preventive and corrective action plans
Manage resource planning, performance reviews, and career development for QA team
Benchmark industry best practices and embed continuous improvement
Present QA performance and improvement roadmap to senior stakeholders
Bachelor’s / Master’s degree in business, Operations, or Technology
8 - 12 years of experience in Quality Management (BPO/KPO/Order Management), 2- 4 years as quality manager
Strong expertise in governance, SLA management, and RCA framework
Excellent leadership, Mentoring, stakeholder management, and presentation skills
Ability to drive cross-functional collaboration and process transformation
Exposure to automation, data analytics, and compliance management tools
