Job Description-Job Title: Quality Control Manager IT/ITES/BPO
Location: Coimbatore/ Anywhere in South India
Experience: 12+ Years
Department: Quality / Operations Excellence

Job Description — Quality Control Manager (IT / ITES / BPO)
Title : Quality Control Manager — IT / ITES / BPO
Location : (WFO / Remote/ Hybrid) – Need to confirm
Experience : 10+ years (with 4–6+ years in people/quality leadership)
Department : Quality / Operations Excellence
Job Summary
Lead the quality function across IT / ITES / BPO delivery — design and run the Quality Management System (QMS),
own quality KPIs, lead audits, drive process improvements (RCA & CAPA), and embed analytics and automation
into QA. You will manage a team of Quality Analysts / QA Leads, partner with Ops/Training/Clients, and drive
measurable improvements in customer experience and compliance.
Key Responsibilities
• Own design, implementation and governance of the QMS (policies, scorecards, calibration, audit
cadence).
• Lead, coach and scale quality teams across projects/centers (hiring, capacity planning, performance
management).
• Define, monitor and report on quality KPIs & SLAs (CSAT, QA score, error rate, AHT impact, compliance).
• Conduct audits, root-cause analyses and implement CAPAs; reduce rework and defects.
• Drive process improvement initiatives: Lean / Six Sigma projects,



automation of QA checks, AI-assisted
monitoring.
• Implement calibration sessions, standard evaluation rubrics and quality knowledge base.
• Build dashboards and self-service reports (Power BI / Tableau / Excel macros) to deliver real-time insights.
• Collaborate with Training, Ops and Client stakeholders to close gaps and roll out improvement plans.
• Manage vendor/client quality governance and prepare materials for external audits/certifications.
• Lead initiatives to improve employee engagement and quality culture.
Required Skills & Competencies
• Robust knowledge of QA frameworks and standards: COPC, ISO
• Advanced analytics skills — Excel, SQL, Power BI / Tableau for root-cause & trend analysis.

• Experience with QA automation / speech/text analytics tools and AI-enabled monitoring (desirable).
• Excellent stakeholder management and communication skills — client-facing experience required.
• Proven track record in building & leading high-performing QA teams and change programs.
• Strong problem solving — RCA, corrective action planning, process documentation.
Qualifications
• Any bachelor’s degree
• Minimum 12 years in Quality/Operations in IT / ITES / BPO with 4–6 years in managerial/leadership roles.

📌 Quality Control Manager (Coimbatore)
🏢 Vserve
📍 Coimbatore