Quality Assurance Manager

QA QC Manager

Location : Mumbai

Experience : 12 to 18 Yrs

Role Description

Complete ownership of quality management processes and initiatives across the organization; decide and monitor delivery quality metrics to be tracked across the organization

Accountable for maintaining account level quality requirements and collaborating with ADMs and PMs to drive delivery quality and issue resolution

Collaborate with cross-functional teams to embed quality checks and continuous improvement actions throughout the delivery lifecycle

Key Responsibilities

Define and manage delivery quality framework across accounts

Create and update quality management policies, templates, and review checklists for use by delivery teams

Develop criteria and measurement methods for quality index and delivery quality score reporting

Track key quality metrics and drive corrective actions

Monitor COQ/COPQ, CSAT trends, and delivery deviation patterns; identify performance dips or systemic delivery issues and initiate process improvement initiatives

Coordinate with ADMs and Delivery Ops to validate accuracy of quality data across accounts

Drive governance for at risk accounts and low-CSAT accounts

Conduct independent quality assessment to raise early triggers to Red/Yellow engagement; review customer feedback on these accounts and ensure action plans are in place

Monitor closure of audit observations, process gaps, and delivery defects across team

Lead continuous improvement and quality capability initiatives

Proactively reach out to customers in collaboration with ADMs to identify parameters against which delivery quality should be evaluated

Design and run delivery quality trainings, workshops, and playbooks for ADMs and PMs; track if key quality trainings & audits as required across projects are being conducted

Publish monthly and quarterly quality scorecards for leadership, highlighting improvement areas

KPIs

Quality index score

Delivery Quality score (COQ, COPQ)

% of accounts with CSAT > target

% of quality trainings completed by delivery teams

KRAs

% reduction in COPQ across verticals

% improvement in quality index quarter-on-quarter

# quality management trainings conducted

Key Interfaces

Collaborate with ADMs to undertake root cause analysis for low CSAT scores or customer complaints and create actionable plans for score improvement

Work with ADMs to roll out quality metrics and reviews

Collaborate with Delivery Ops on data accuracy, reporting cadence, and audit trails

Interact with PMs for tracking tech-level issues impacting service quality

Coordinate with all relevant stakeholders on closure of observations found in audits and ensure completeness of quality documentation

Partner with HR and L&D to drive delivery quality training programs

Liaise with Quality SPOCs across Horizontals to align standards and share best practices