Deputy General Manager - Third party Quality Audit Business

Location: Noida

Function: Operations

Reporting to: Business Head

Experience: 1015 years in Contact Center Quality, Quality Audits, Customer Experience, BPO Operations or related services

CTC : 12- 14 LPA {including 20% Performance linked Incentive}

Role Purpose The position will be responsible for end-to-end management of the Quality Audit business at the site, with ownership of operational delivery, client satisfaction, people, productivity, commercials and business growth.The role requires a strong business leader who can manage large-scale audit operations while building trusted relationships with clients, improving operational efficiency, identifying opportunities for expansion and ensuring the site consistently delivers against agreed business outcomes.

Key Responsibilities

1. Business & Financial Ownership

- Own the overall performance and profitability of the site.
- Manage revenue, manpower cost, productivity and operating margins against agreed targets.
- Drive capacity utilisation and improve operational efficiency.
- Identify opportunities to increase revenue from existing clients through additional processes, geographies, services or volumes.
- Work with the leadership team on annual operating plans, budgets and growth targets.

2. Client Management

- Act as the senior point of contact for key clients and build strong, long-term relationships.
- Understand the client's business objectives and ensure audit programs are aligned to those objectives.
- Conduct regular governance reviews with clients and proactively address operational concerns.
- Own escalations and ensure timely resolution of service issues.
- Identify opportunities where the business can create additional value for clients beyond the existing audit mandate.

3. Operations & Delivery

- Own end-to-end delivery of all Quality Audit programs managed from the site.
- Ensure achievement of agreed SLA, TAT, productivity and accuracy parameters.
- Establish strong operating rhythms, dashboards and review mechanisms.
- Monitor auditor productivity, utilisation, adherence and output quality.
- Ensure adequate capacity planning and manpower deployment based on business volumes.




- Drive continuous improvement in processes, workflows and operating costs.

4. Audit Governance & Quality

- Ensure consistency and reliability of audit outcomes across teams and programs.
- Establish robust calibration and governance mechanisms.
- Monitor auditor accuracy, consistency and adherence to defined audit frameworks.
- Identify systemic gaps in audit processes and implement corrective actions.
- Ensure audit insights are converted into actionable recommendations for clients.
- Build a culture where the audit team understands the business impact of what it identifies, rather than treating auditing as a checklist exercise.

5. People Leadership

- Lead, develop and retain the site leadership and audit teams.
- Build a solid second line of leadership.
- Set clear performance expectations and review individual and team performance.
- Drive training, coaching and career development programs.
- Maintain high employee engagement and reduce attrition.
- Build a culture of accountability, ownership and continuous improvement.

6. Technology & Transformation

- Drive adoption of technology, automation and analytics across audit operations.
- Identify repetitive/manual activities that can be simplified or automated.
- Work closely with product and technology teams to improve audit workflows and reporting.
- Use data and analytics to improve productivity, audit effectiveness and client outcomes.
- Lead implementation of new technology-led audit models across the site.

7. Continuous Improvement

- Identify operational bottlenecks and implement improvement initiatives.
- Drive productivity and cost optimisation without compromising delivery quality.
- Establish benchmarking across teams and programs.
- Use root-cause analysis to identify recurring operational problems.
- Institutionalise best practices across accounts and teams.

8.



Risk & Compliance

- Ensure adherence to client-specific processes, contractual requirements and internal policies.
- Maintain appropriate controls around customer data, confidentiality and information security.
- Ensure all audit operations meet agreed compliance and governance standards.
- Proactively identify operational and client risks and establish mitigation plans.

Key Performance Indicators The Site Head will be measured on:

- Revenue and profitability
- Client retention and client satisfaction
- Account growth / revenue expansion
- SLA and TAT adherence
- Audit accuracy and consistency
- Auditor productivity and utilisation
- Cost per audit / operating efficiency
- Employee attrition and engagement
- Escalation resolution
- Process improvement and automation
- New business opportunities generated from existing clients

Ideal Candidate Profile The ideal candidate should:

- Have 10+ years of experience in Quality Audits, Contact Center Operations, BPO/KPO or Customer Experience operations.
- Have managed large teams and multiple client programs.
- Demonstrate strong commercial and financial understanding.
- Be comfortable managing senior client stakeholders.
- Have experience managing SLAs, productivity, manpower planning and operational metrics.
- Be data-driven and comfortable with dashboards and operational analytics.
- Have a strong understanding of contact center quality and customer experience.
- Demonstrate the ability to build and lead high-performing teams.
- Have a strong bias towards technology, automation and process improvement.
- Be capable of moving beyond "running the operation" to "owning the business."

Leadership Expectation This is not a traditional Quality Head role.

The Site Head is expected to operate as the CEO of the site owning the client, people, operations and economics of the business, while continuously finding ways to make the operation more productive, technology-led and valuable to the customer.

The successful candidate should be able to answer three questions every month:

Are we delivering for the client?

Are we running the business efficiently?

Are we growing the business?

📌 Deputy General Manager -Third party Quality Audit Business (Noida)
🏢 Wyzmindz Solutions
📍 Noida