Key responsibilities

Build and deploy the framework

- Design the end-to-end Operations Quality Framework, including principles, governance, standard methods, decision rights and minimum control requirements.
- Convert contractual commitments, client SOPs/DTPs, regulatory obligations and internal policies into measurable quality controls and operating standards.
- Create a deployment roadmap for new and existing accounts, including baseline assessment, gap closure, readiness criteria and stabilisation governance.
- Establish document control for quality plans, scorecards, SOPs, audit protocols and evidence retention.

Lead assurance, auditing and compliance

- Govern sampling and evaluation across voice calls, chats, emails and back-office transactions, ensuring coverage is risk-based and operationally practical.
- Oversee process audits, control testing and compliance reviews; ensure findings are classified, owned, corrected and validated before closure.
- Maintain readiness for client audits and recognised management-system or BPO quality assessments, including ISO- and COPC-aligned requirements where applicable.
- Define escalation pathways for material defects, repeat failures, customer impact and compliance breaches.

Drive quality insights and improvement

- Integrate quality results with operational, customer, complaint and productivity data to identify systemic risk and improvement opportunities.
- Lead structured RCA using tools such as 5 Whys, fishbone analysis, Pareto analysis, FMEA and Lean Six Sigma methods.
- Govern corrective and preventive actions, including accountable owners, target dates, effectiveness checks and sustained-control reviews.
- Sponsor cross-functional improvement initiatives addressing agent knowledge, tools, scripts, workflow design, policy interpretation and upstream/downstream dependencies.

Govern measurement and performance reviews

- Define a balanced quality scorecard and KPI dictionary, with clear calculation logic, data ownership, thresholds and drill-downs.
- Lead weekly,



monthly and quarterly operating reviews; present performance, risks, trends, interventions and decisions required to delivery and client leadership.
- Ensure reporting distinguishes outcome measures, process measures and control-health indicators rather than relying on a single quality score.
- Track action plans to closure and confirm that reported improvement is supported by evidence.

Lead people capability and stakeholder alignment

- Lead, mentor and develop Quality Managers, Quality Analysts and local quality specialists across locations and accounts.
- Establish assessor selection, certification, calibration, coaching and recertification standards.
- Partner with Operations, Training, Workforce Management, Technology, Risk/Compliance and client teams to embed quality into process design and daily management.
- Act as a change leader for new tools, processes and behaviours through communication, training, adoption tracking and feedback loops.

Experience and qualifications

- Bachelors degree in any discipline; MBA or a relevant postgraduate qualification is preferred.
- 15+ years of experience across BPO operations, quality assurance or service-delivery leadership, including substantial experience leading managers and/or direct reports.
- Demonstrated experience establishing or transforming quality governance across multi-account, multi-site or multi-channel service environments.
- Hands-on expertise in quality assurance, audit, calibration, RCA, corrective action, process standardisation and operational performance review.
- Lean Six Sigma Green Belt or Black Belt preferred; practical application of DMAIC, FMEA, Pareto, control plans and statistical analysis expected.
- Working knowledge of Quality Management Systems and recognised frameworks such as ISO 9001 and COPC, as applicable to the operating setting.
- Ability to interpret client contracts, SOPs/DTPs, policy requirements and operational data, and translate them into clear controls and management actions.
- Experience with performance dashboards, ERP/workflow platforms such as SAP or Oracle, and analytical tools such as Minitab, Python, Power BI or equivalent is advantageous.

📌 Quality Leader (Bengaluru)
🏢 IBM
📍 Bengaluru