The Quality Leader will design, establish and govern an enterprise Operations Quality Framework for Business Orchestration Services - India. The role converts client requirements, delivery risks and customer expectations into a consistent operating system across multiple practices including Finance & Accounts, HRTT and R&C; supporting clients through multiple channels voice, chat, email and back-office processes. Position will own quality governance, assurance methodology, calibration, insight generation, corrective action and continuous improvement, while enabling Operations leaders to improve customer outcomes, compliance and process performance.
PRIMARY OUTCOME A scalable, data-led and client-aligned quality system that prevents defects, strengthens controls and embeds continuous improvement into daily operations.
Operations Quality Framework: six accountability pillars
Quality strategy & governance

Define the quality policy, operating model, decision rights and review cadences across accounts and sites.
Framework, RACI, governance calendar, escalation thresholds and quality plan.
~ Standardise sampling, evaluation, audit and control-testing methods for all critical transaction types across all support channels including voice, digital and back-office work.
Quality plans, scorecards, sampling logic, audit trails and control evidence.

- Calibration protocol, variance analysis, certification and recertification of evaluators.
- Translate defects, complaints and compliance failures into verified root causes and prioritised actions.

RCA packs, corrective/preventive action log, risk themes and closure validation.
~ Capability & quality culture

Build QA capability and embed accountability through coaching, knowledge loops and quality communications.
Competency model, learning plan, coaching standards and quality recognition mechanisms.
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 current 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.
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; Maintain readiness for client audits and recognised management-system or BPO quality assessments, including ISO- and COPC-aligned requirements where applicable.
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.
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.
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.
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.
The final KPI set should be tailored by service line and client contract. Customer & outcome quality
Critical-error rate, defect rate, repeat-contact drivers, complaint quality, transaction accuracy
Protect clients and the provider from avoidable operational risk.
Ensure quality data is reliable enough for decisions and coaching.
Shift the organisation from detection to prevention.
QA proficiency, coaching completion, knowledge-gap closure, framework adoption
Build sustainable ownership within delivery operations.
Critical defects, emerging risk, delivery containment




Quality and Operations leads
Containment, owner and immediate action
Account Quality, Operations, Training/WFM as relevant
WBR quality pack and action log
Management review and prioritised interventions
Client outcomes, framework maturity, strategic risks
Quality strategy, standards refresh, capability and investment
Executive sponsors and Quality leadership
Annual quality plan and objectives
Master's Degree
Bachelor's 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.
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 environment.
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.
Connects customer outcomes, operational risk, people capability and financial impact.
Separates symptoms from root causes and converts data into prioritised decisions.
Creates clear ownership, closure criteria and follow-through across complex operations.
Communicates quality performance, risk and recovery plans with clarity and composure.
Owns: quality framework, quality standards, measurement integrity, assurance methodology, calibration governance and quality reporting standards.
Approves: material changes to quality scorecards, sampling approaches, evaluator certification and audit protocols.
Recommends: risk-based interventions, control strengthening, capability investment and improvement priorities to Operations and client leadership.
Operations Delivery, Training, Workforce Management, Technology, Risk/Compliance, HR and client stakeholders.
Build a quality system that makes performance visible, risk actionable and improvement repeatable across BPO operations.

📌 Quality Control Lead (QC) (Bengaluru)
🏢 IBM
📍 Bengaluru