Quality Assurance Manager

About the Job:

The Quality Assurance Manager will function as a performance analytics driver, identifying trends, uncovering gaps, and enabling measurable service improvements for our Outplacement and Career Transition business. This role will work closely with global teams to incorporate best practices in quality standards and assurance, identify and help improve our transition program processes and delivery through a hard core data-driven approach enabling higher levels of operational excellence and management decision making.

Roles and Responsibilities:

1. Quality Metrics, RCA, and Continuous Improvement Define, develop, and implement comprehensive Quality Management Systems (QMS) and operational excellence frameworks. Monitor and analyze key service quality metrics and customer feedback to identify improvement opportunities and ensure higher operational excellence levels. Drive continuous improvement initiatives, utilizing Lean Six Sigma methodologies to enhance service efficiency, reduce defects, and improve client deliverables. Design, Re-design, deploy, and manage touchpoint surveys across the outplacement journey and all regions (start, mid-program, landing, program closure). Root cause analysis of quantitative and qualitative feedback to identify trends & risks, implement best practices and continuous improvement. Study Dashboards to monitor satisfaction trends, experience gaps, and participant engagement across programs (through milestone tracking). Partner with in-country coaches/experts/delivery leads to ensure accuracy of data, local nuances on processes, global standards and contextualizing insights.

2. Process Documentation & Mapping Map current-state (AS-IS) process across agreed workflows. Create detailed Process Flowcharts, Swimlane and Process Matrix Gaps Analysis, misalignments, bottlenecks, and redundancies, using Process Matrix Develop future-state process (TO-BE) detailed workflows - Swimlane + SOP Standardize operating procedures (SOPs)

3. Landing & Reemployment Trends Identify landing outcomes for participants (reemployment, promotions, transitions to new industries, timing, track salary changes). Identify regional commonality to introduce success strategies, best practice implementation for better results.

4. NPS Implementation & Best Practices Own the NPS implementation and measurement process across all outplacement touchpoints. Study standard frameworks from time to time to continuously improve upon client satisfaction, specific projects, loyalty drivers, and work towards minimize detractors. Benchmarking and improvising on NPS trends against global standards. Collaborate with global teams to adopt and localize NPS best practices.

5. Global Collaboration & Stakeholder Management Collaborate with cross-functional teams, internal/external stakeholders across regions to identify service gaps and implement corrective/preventive actions (CAPA)

6. Performance Monitoring Monitor and analyze key service quality metrics and customer feedback to identify improvement opportunities and ensure service standards are at the highest levels to meet internal and industry standards.

7. Compliance & Auditing Oversee internal audits and ensure compliance with ISO standards, industry regulations, and internal company policies. Implement checks and controls to ensure data completeness, accuracy, and standardization. Innovation, AI, Automation opportunities to reduce manual effort. 8. Leadership & Culture Mentor and lead QA initiatives and staff across regions, fostering a culture of quality, accountability, and proactive problem-solving.

Key Competencies & Requisites:

12-15 years of total professional experience, including a minimum of 5 years working with Quality Assurance systems including KPIs building, improvements & tracking.

Certification in Lean, Six Sigma, BPM (preferred)

3+ years experience in process mapping or business analysis

Implementing practices that result in higher results in touchpoint surveys and landing data.

Extending support to all regions in analyzing trends in their NPS, implement processes and best practices to improve upon satisfaction scores.

Bachelor's degree in business administration, Operations Management, or related field

Experience in HR services, recruitment, or consulting (an advantage)

Experience working in multi-country, matrixed organizational structures is an added advantage

Proficiency in process mapping tools (Visio, Lucidchart, Miro, etc.) with strong documentation and SOP writing skills

Familiarity with CRM systems like Salesforce, Microsoft Dynamics, or comparable applications is beneficial.

Willingness to work in the European shift (EMEA time zone support).

Previous experience in working with Core Six Sigma, TQM, also Data Analysis tools, Databases and Data lakes.

Worked in a global environment role as a coordinator preferably EU & NA region

Salary:

Upto 17 LPA

Location:

Gurgaon, Mumbai and Bangalore