Quality Leader - BPO Operations

Role mandate:

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.

- Assurance & control: Standardise sampling, evaluation, audit and control-testing methods for all critical transaction types across all support channels including voice, digital and back-office work.

- Calibration & measurement integrity: Lead internal, cross-site and client calibration to sustain scoring consistency and reduce evaluator variation.

- Insights, RCA & corrective action: Translate defects, complaints and compliance failures into verified root causes and prioritised actions.

- Improvement & prevention: Sponsor Lean Six Sigma initiatives and error-proofing to remove systemic failure demand and rework.

- Capability & quality culture: Build QA capability and embed accountability through coaching, knowledge loops and quality communications.

Required experience and qualifications:

- 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.

- Lean Six Sigma Green Belt or Black Belt preferred; 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.

ROLE VALUE PROPOSITION:

Build a quality system that makes performance visible, risk actionable and improvement repeatable across BPO operations.