Manager - Quality Assurance & Quality Control
Role Overview
Manager role establishing and maintaining quality standards across the Business Services portfolio.
The role supports consistent service delivery and improvement in quality, compliance, and client satisfaction.
Key Skills for This Role
Full Job Posting
Role overview
Manager role establishing and maintaining quality standards across the Business Services portfolio.
The role supports consistent service delivery and improvement in quality, compliance, and client satisfaction.
Responsibilities
- Establish, implement, and maintain portfolio-wide quality standards.
- Ensure service delivery meets client requirements, contractual SLAs, KPIs, and internal standards.
- Drive continuous improvement in service quality, operational compliance, and client satisfaction.
Qualifications and experience
- Bachelor’s degree in Quality Management, Business Administration, Operations Management, Engineering, Management, or a related field.
- At least 7 years of relevant experience in quality, operations excellence, process improvement, or service quality.
- Demonstrated experience developing quality frameworks, audit programs, and operational controls.
- Strong experience in SLA/KPI monitoring, process audits, root-cause analysis, and CAPA management.
- Master’s degree/MBA, relevant professional certifications, and experience in outsourcing, managed services, BPO, staffing, facilities management, or shared services are preferred.
Skills and competencies
- Excel, Power BI, or similar tools and quality management, CRM, or workflow tracking systems are preferred.
- The role calls for analytical, data-driven problem-solving, attention to detail, communication, report-writing, and presentation skills.
- Stakeholder management, client focus, influence, accountability, decision-making, planning, organization, collaboration, persistence, and follow-through are valued.
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