Senior Quality and Assurance Manager

3 weeks ago

Bengaluru Karnataka India, Karnataka Right Management Full time

Key Responsibilities:

  • Design, implement, and monitor quality standards aligned with program goals and client expectations for career transition services
  • Establish and execute assurance management schedules to inspect, evaluate, and continuously improve delivery quality
  • Drive process maturity by assessing current workflows and instituting elevated benchmarks for operational excellence
  • Lead internal and client-facing QA calibration sessions, ensuring alignment on quality parameters and followthrough on action items
  • Collaborate with Talent Management and HR teams to integrate QA insights into learning, performance, and career development frameworks
  • Track and analyze performance trends; identify skill gaps and support the creation of targeted development plans and upskilling initiatives
  • Monitor and validate knowledge transfer processes; ensure readiness of teams through structured training and certification approaches
  • Support process-level issue resolution and risk mitigation in partnership with stakeholders, ensuring compliance and service continuity
  • Provide inputs for succession planning and talent mobility by evaluating employee capability and readiness through quality metrics
  • Diagnose root causes of performance issues and design corrective action plans, including coaching and training interventions
  • Monitor, coach, and provide structured feedback to team members to build a culture of continuous improvement
  • Maintain and publish KPI dashboards and MIS reports for internal leadership and client partners
  • Provide recommendations for business improvement initiatives based on quality data, customer feedback, and delivery outcomes
  • Develop and implement mitigation plans for client escalations, ensuring effective resolution and process safeguards
  • Contribute to embedding quality benchmarks into goal setting, performance reviews, and broader talent operations strategy

Key Competencies:

  • Organizational Ownership and Values Alignment
  • Achievement Orientation and Results Focus
  • Stakeholder Engagement and Relationship Management
  • Talent Development Orientation
  • Data-Driven Decision Making

Key Qualifications:

  • Minimum 6 years of experience in International BPO/Offshore Quality Management or Team Leadership roles
  • Proven expertise in setting up and managing quality assurance functions in client-facing or captive backoffice environments
  • ISO Process Mapping knowledge and certification experience
  • Six Sigma Certification Black Belt
  • Experience working in partnership with Talent Management or HR teams on development, training, or performance initiatives is preferred

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