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Role Overview

We are seeking a results-driven Quality Manager/ AM Quality to lead quality assurance frameworks, strengthen client partnerships, and drive continuous improvement across operations. This role requires a strategic thinker who can balance operational excellence with client expectations, ensuring measurable business impact.

Key Responsibilities: • Lead end-to-end Quality Assurance (QA) programs across processes and teams

- Design and implement quality frameworks, scorecards, and audit mechanisms
- Act as the primary quality partner for clients, ensuring alignment on KPIs, SLAs, and business goals
- Drive Root Cause Analysis (RCA) and implement corrective and preventive action plans
- Monitor and improve KPIs such as CSAT, NPS, FCR, and compliance metrics
- Partner with clients and internal stakeholders to co-create quality roadmaps and improvement plans
- Lead client governance calls, business reviews (WBR/MBR/QBRs), and present actionable insights




- Manage client escalations with structured problem-solving and timely resolution
- Leverage data analytics to provide proactive insights and recommendations to clients
- Build and foster a solid coaching and feedback culture across teams
- Ensure adherence to client, regulatory, and internal quality standards
- Drive automation and AI-led quality initiatives to enhance scalability and client value

Skills & Qualifications: • Proven experience in Quality / QA / Continuous Improvement roles with client-facing exposure

- Strong background in stakeholder & client relationship management
- Expertise in Lean, Six Sigma, and RCA methodologies (5 Whys, Fishbone, Pareto, etc.)
- Excellent communication, storytelling, and executive presentation skills
- Strong analytical skills with proficiency in Excel, SQL, BI tools
- Experience in BPO and Customer Experience

📌 Urgent Hiring For Quality AM & Manager Quality at Noida
🏢 Tech Mahindra
📍 Noida