Job Title: Quality Control Manager â 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 â IT / ITES / BPO
Location : (WFO / Remote/ Hybrid) â Need to confirm
Experience : 10+ years (with 4â6+ years in people/quality leadership)
Department : Quality / Operations Excellence

Job Summary

Lead the quality function across IT / ITES / BPO delivery â 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

â Own design, implementation and governance of the QMS (policies, scorecards, calibration, audit
cadence).
â Lead, coach and scale quality teams across projects/centers (hiring, capacity planning, performance
management).




â Define, monitor and report on quality KPIs & SLAs (CSAT, QA score, error rate, AHT impact, compliance).
â Conduct audits, root-cause analyses and implement CAPAs; reduce rework and defects.
â Drive process improvement initiatives: Lean / Six Sigma projects, automation of QA checks, AI-assisted
monitoring.
â Implement calibration sessions, standard evaluation rubrics and quality knowledge base.
â Build dashboards and self-service reports (Power BI / Tableau / Excel macros) to deliver real-time insights.
â Collaborate with Training, Ops and Client stakeholders to close gaps and roll out improvement plans.
â Manage vendor/client quality governance and prepare materials for external audits/certifications.
â Lead initiatives to improve employee engagement and quality culture.
Required Skills & Competencies
â Solid knowledge of QA frameworks and standards: COPC, ISO
â Advanced analytics skills â Excel,

📌 Quality Controller (Coimbatore)
🏢 Vserve Ebusiness Solutions India
📍 Coimbatore