Lead the Quality function by driving operational excellence, customer satisfaction, compliance, and continuous improvement initiatives.
The role is responsible for developing quality frameworks, managing stakeholder relationships, analyzing performance trends, and implementing process improvement projects to enhance business outcomes.
Key Responsibilities
Quality Management
- Lead and manage the Quality Assurance team across multiple processes/accounts.
- Establish and maintain quality standards, scorecards, and audit methodologies.
- Monitor process performance through quality audits and transaction monitoring.
- Ensure adherence to client requirements, SOPs, policies, and compliance standards.
- Drive calibration sessions with operations and clients.
Performance & Analytics
- Analyze quality data, trends, and defect patterns.
- Conduct Root Cause Analysis (RCA) and implement Corrective & Preventive Actions (CAPA).
- Publish quality dashboards, reports, and executive summaries.
- Identify opportunities to improve KPIs, SLAs, and customer experience.
Continuous Improvement
- Lead Lean Six Sigma and process improvement projects.
- Drive automation and productivity improvement initiatives.
Stakeholder Management
- Partner with Operations, Training, Transition, and Client teams.
- Present quality insights and recommendations to senior leadership.
- Manage client quality reviews and governance meetings.
- Influence stakeholders to drive sustainable improvements.
Team Leadership
- Coach and mentor Quality Analysts, Leads, and Managers.
- Conduct performance reviews and development planning.
- Build a high-performance quality culture.
- Drive employee engagement and capability building.
Risk & Compliance
- Ensure compliance with internal controls and regulatory requirements.
- Manage quality risks and mitigation plans.
- Support audits and client assessments.
Required Skills & Competencies
Technical Skills
- Quality Management Systems (QMS)
📌 Quality Manager (Hyderabad)
🏢 Pearce Services Global
📍 Hyderabad
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