QC Manager (BPO/KPO)

·       Own the QA governance framework, drive strategic improvements, and ensure QA operations align with business goals of quality, risk reduction, and efficiency

·       Define and implement the QA framework across Order Management Product Fulfilment processes

·       Own SLA/KPI delivery (Accuracy %, FPY, Error Leakage, RCA Closure)

·       Establish governance cadence with client stakeholders (Adhoc, daily, weekly and Monthly reviews along with RCA)

·       Proficiency in QA methodologies such as 7 QC tools, SWOT analysis, continuous improvement framework, error rubrics, and sampling strategies

·       Drive automation initiatives in QA workflows using tools

·       Lead root cause analysis of systemic errors and oversee Preventive and corrective action plans

·       Manage resource planning, performance reviews, and career development for QA team

·       Benchmark industry best practices and embed continuous improvement

·       Present QA performance and improvement roadmap to senior stakeholders

·       Bachelor’s / Master’s degree in business, Operations, or Technology

·       8 - 12 years of experience in Quality Management (BPO/KPO/Order Management), 2- 4 years as quality manager

·       Strong expertise in governance, SLA management, and RCA frameworks

·       Excellent leadership, Mentoring, stakeholder management, and presentation skills

·       Ability to drive cross-functional collaboration and process transformation

·       Exposure to automation, data analytics, and compliance management tools

·       Proficiency in six sigma green belt methodologies