Job Title: Quality Control Manager – IT/ITES/BPO

Location: Coimbatore/ Anywhere in South India

Experience: 12+ Years

Department: Quality / Operations Excellence

: 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 ∙ Strong 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.

∙ Solid 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.

Requirements

Quality Manager, Root cause analysis,BPO/IT/ITES, CAPA​

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