Quality Control Manager (BPO/KPO)

QA Manager
Role Objective:
Own the QA governance framework, drive strategic improvements, and ensure QA operations align with business goals of quality, risk reduction, and efficiency.
Key Responsibilities:
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 Google 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.
Skills & Qualifications:
BachelorMaste 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.
xcellent 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.