India - Quality Leader

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.

Success measuresOperating governance