Associate Director (BPO/KPO)

Role:
The Associate Director will be responsible for leading large-scale Quality Assurance (QA) operations for Google Deal Ops quality processes that includes Deal Strategy Support process and Order Management Product Fulfillment (OMPF) process. The role requires strategic leadership to drive quality, compliance, efficiency, and governance across multiple workflows, ensuring consistent delivery against client expectations while enabling scale, automation, and process excellence.
Key Responsibilities:
Strategic Leadership & Delivery Governance
Own and drive QA strategy for multi-location operations.
Oversee delivery of QA audits across workflows, ensuring SLA compliance (Accuracy %, Error Leakage, FPY, RCA closure, Audit Coverage).
Partner with client stakeholders to align QA framework with evolving business needs.
Ensure smooth scale-up of teams, workflows, and audit coverage in line with client requirements.
Operational Excellence
Implement governance mechanisms: Daily huddles, RCA loops, compliance checks, and periodic business reviews.
Lead automation and tooling initiatives with platforms like Q+, OVF, Vector, and knowledge bases.
Standardize audit methodology, sampling framework, and reporting dashboards.
Ensure strong risk management and zero-error tolerance for client-facing deliverables.
People Leadership & Development
Manage a team of QAs, QA Leads, and QA Managers across locations.
Drive career development, mentoring, and succession planning for next-level leaders.
Build a culture of continuous improvement, accountability, and innovation.
Coordinate with training teams to ensure regular TNIs, refreshers, and upskilling interventions.
Client & Stakeholder Management
Act as the single point of contact for client leadership on QA performance, escalations, and strategy.
Lead Quarterly Business Reviews (QBRs) and provide insights through quality dashboards.
Collaborate with internal functions (Ops, Training, Tools, and Analytics) to strengthen QA impact.

Key Deliverables
Quality SLA compliance (Accuracy %, FPY, Error Leakage agreed thresholds).
100% adherence to audit sampling coverage.
Monthly RCA & Corrective Action implementation.
Reduction in repeat errors and customer-found defects.
Business reviews (weekly, monthly, quarterly) with actionable insights.

Qualifications & Experience
Graduate / Postgraduate with 12-14 years of overall experience, including 8+ years in QA / Operations leadership in BPO/KPO.
Proven experience managing 500+ FTE operations or multi-site QA teams.
Strong expertise in Order Management, Deal Management, or Contract QA processes preferred.
Proficient in QA methodologies, SLA governance, Six Sigma concepts, and root cause analysis.
Excellent client engagement, executive communication, and stakeholder management skills.
Competencies & Skills
Strong analytical and problem-solving mindset.
Ability to lead cross-functional and cross-location teams.
Expertise in compliance, audit, and risk management frameworks.
Strategic thinker with focus on innovation and automation.
Influential leadership style coaching, motivating, and building high-performance teams.
Preferred exposure to six sigma black belt methodologies and projects.