Senior Quality and Assurance Manager (Non IT) (Apply Now)

Senior Quality and Assurance Manager (Non IT) (Apply Now)

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

📌 Senior Quality and Assurance Manager (Non IT) (Apply Now)
🏢 Right Management
📍 Bengaluru