Description
Role Description

• Complete ownership of quality management processes and initiatives across the organization; decide and monitor delivery quality metrics to be tracked across the organization

• Accountable for maintaining account level quality requirements and collaborating with ADMs and PMs to drive delivery quality and issue resolution

• Collaborate with cross-functional teams to embed quality checks and continuous improvement actions throughout the delivery lifecycle

Key Responsibilities

Define and manage delivery quality framework across accounts

• Create and update quality management policies, templates, and review checklists for use by delivery teams

• Develop criteria and measurement methods for quality index and delivery quality score reporting

Track key quality metrics and drive corrective actions

• Monitor COQ/COPQ, CSAT trends, and delivery deviation patterns; identify performance dips or systemic delivery issues and initiate process improvement initiatives





• Coordinate with ADMs and Delivery Ops to validate accuracy of quality data across accounts

Drive governance for 'at risk' accounts and low-CSAT accounts

• Conduct independent quality assessment to raise early triggers to "Red"/"Yellow" engagement; review customer feedback on these accounts and ensure action plans are in place

• Monitor closure of audit observations, process gaps, and delivery defects across team

Lead continuous improvement and quality capability initiatives

• Proactively reach out to customers in collaboration with ADMs to identify parameters against which delivery quality should be evaluated

• Design and run delivery quality trainings, workshops, and playbooks for ADMs and PMs; track if key quality trainings & audits as required across projects are being conducted

• Publish monthly and quarterly quality scorecards for leadership, highlighting improvement areas

KPIs

• Quality index score

• Delivery Quality score (COQ, COPQ)

• % of accounts with CSAT

📌 QC Manager (India)
🏢 Black Box
📍 India