Director of Quality

About the Client:

Our client is a leading global business services provider, known for delivering high-impact solutions across industries through innovation, operational excellence, and customer-centricity. With a strong presence across multiple geographies, the organization supports clients in driving transformation through process optimization, quality enhancement, and talent development initiatives. The company is widely respected for its strong focus on people, performance, and purpose-driven leadership.

Industry: Business Process Management / Shared Services / Outsourcing

Role Overview:

We are seeking a strategic and experienced leader to head the Capability Development and Quality function across operations. This role is critical in driving operational excellence, ensuring adherence to high-quality standards, and continuously improving service delivery across multiple business units.

The ideal candidate will combine deep expertise in quality management frameworks (Lean, Six Sigma), strong leadership skills, and a passion for process improvement. This individual will be responsible for developing and executing quality strategies, engaging with internal and external stakeholders, and supporting employee development through structured training programs.

Key Responsibilities:

1. Leadership & Strategic Planning

• Lead and mentor the Quality team to foster a culture of continuous improvement and operational discipline.
• Define and execute a comprehensive quality strategy aligned with business and client goals.
• Partner with cross-functional teams (Operations, HR, Training) to integrate quality goals across departments.

2. Quality Management & Process Improvement

• Oversee end-to-end quality assurance and control across business units.
• Establish performance measurement frameworks, track KPIs, and drive root-cause analysis.
• Implement Lean, Six Sigma, and other methodologies to optimize processes and reduce defects.

3. Stakeholder Engagement & Client Communication

• Serve as the go-to expert for all quality-related client discussions.
• Share insights and reports with leadership and clients, recommending data-driven improvements.
• Build and maintain strong relationships with internal stakeholders and external partners.

4. Training & Capability Building

• Collaborate with L&D teams to ensure training programs meet business needs.
• Design and roll out training to improve process knowledge and compliance.
• Create a culture of cross-functional learning and continuous development.

5. Risk Management & Compliance

• Ensure compliance with regulatory requirements and audit readiness.
• Proactively identify quality risks and implement mitigation strategies.

6. Technology & Analytics

• Leverage analytics and automation tools to enhance quality reporting and monitoring.
• Stay updated on industry trends and tools to continuously evolve quality practices.

Key Performance Indicators:

• Achievement of training SLAs and skill enhancement goals
• Improvement in training persistency and certification rates
• Measurable increase in process improvements
• Strong internal stakeholder feedback
• Growth in client relationships and quality of engagement
• Demonstrated progress in people development and retention initiatives

Qualifications & Experience:

Education:

• Bachelor's degree in Business, Engineering, or related field (mandatory)
• Master's degree or certifications in Lean, Six Sigma, or Quality (preferred)

Experience:

• 10–15 years in quality management, operations excellence, or capability development
• At least 5 years in a leadership role (AVP/Senior Manager level or above)
• Experience in BPO, shared services, or outsourced delivery environments preferred
• Lean/Six Sigma Green Belt or Black Belt certification is highly desirable

Key Competencies:

• Strong leadership and people development skills
• Expertise in quality frameworks and operational metrics
• Excellent stakeholder management and communication
• Analytical mindset with proficiency in deriving insights from data
• Passion for continuous improvement and delivering measurable results