Job Description

· Drive Transactional Quality governance and customer-focused quality programs across multiple processes.

· Lead DHL (Design for Human in the Loop) initiatives, pilot programs, and process change implementations from design to deployment.

· Strengthen quality frameworks through data-driven decision-making, root cause analysis, and continuous improvement practices.

· Ensure operational excellence by improving accuracy, compliance, and customer experience.

· Partner with Operations, Analytics, Training, and Client stakeholders to achieve business and quality objectives.

· Promote a culture of quality, accountability, and continuous improvement across teams.

Key Roles & Responsibilities:

· Lead and manage Quality Analysts, Team Leaders, and quality governance activities across assigned programs.

· Conduct regular reviews, huddles, and governance meetings to align teams on quality objectives, performance, and process updates.

· Ensure adherence to quality frameworks, audit standards, compliance requirements, and customer expectations.

· Drive calibration governance, dispute management, and consistent interpretation of quality standards.

· Oversee transaction monitoring activities and ensure timely completion of audits with high accuracy.

· Analyze quality performance trends and identify opportunities for process improvement.

· Conduct deep-dive analyses on Bottom Quartile (BQ) populations and develop targeted improvement plans.

· Review and approve RCA and CAPA actions for critical quality gaps.

· Partner with Training teams to identify learning needs and drive focused coaching interventions.

· Drive initiatives to improve FTR,



Internal Quality, External Quality, Productivity, and Compliance metrics.

· Lead end-to-end Proof of Concept (POC) and pilot implementation activities.

· Design pilot methodologies, workflows, review structures, and performance measurement frameworks.

· Define success criteria, quality metrics, error classifications, and reporting mechanisms for pilots.

· Conduct pilot reviews, identify edge cases, document findings, and share recommendations with stakeholders.

· Collaborate with clients and internal stakeholders for process updates, validation, and implementation approvals.

· Ensure smooth transition of successful pilots into Business-as-Usual (BAU) operations.

· Develop and present Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), Quality Dashboards, MIS reports, and governance presentations.

· Monitor quality, productivity, and operational metrics through robust reporting mechanisms.

· Translate data into actionable insights and recommendations for leadership and business stakeholders.

· Partner with Analytics teams to enhance reporting frameworks and drive data-backed decision-making.

· Apply Lean and Six Sigma methodologies to improve transaction quality and operational effectiveness.





· Identify automation opportunities and implement innovative solutions to improve efficiency and governance.

· Collaborate with Operations, Training, Analytics, Technology, and Client teams to drive business outcomes.

· Lead customer reviews, governance discussions, and quality performance presentations.

· Mentor and coach team members to build quality management and analytical capabilities.

· Drive recognition programs that encourage innovation, ownership, and continuous improvement.

Eligibility Criteria

· Minimum 5-8 years of experience in Quality, Quality Assurance, Audit, Governance, or Operational Excellence Functions with at least 2 years in a people management role.

· Bachelor's degree in any discipline.

· Proven experience in Transactional Quality Management and stakeholder handling.

· Experience in managing Proof of Concepts, pilot programs, process transitions, or change implementations.

· Solid knowledge of quality management systems, RCA, CAPA, calibration, and governance practices.

· Proficiency in data analysis, dashboard creation, MIS reporting, and process performance management.

· Excellent communication, presentation, and client management skills.

· Strong analytical thinking, problem-solving, and decision-making capabilities.

· Demonstrated ability to influence stakeholders and drive cross-functional initiatives.

· Work location: Mysore | 6 Days Working in a Week

· General shift with flexibility to support business and client requirements.

Pay: ₹800,000.00 - ₹1,100,000.00 per year

Benefits:

- Leave encashment

Work Location: In person

📌 Assistant Manager - Process Excellence (India)
🏢 Kriya Next Wealth Private
📍 India