Sr Quality Manager

We are seeking a highly accomplished, strategic, and results-driven Quality Manager or Senior Quality Manager with over a decade of experience leading our Quality Assurance and Continuous Improvement initiatives. The ideal candidate will be a subject matter expert in Quality Management Systems (QMS), quality frameworks, and process transformation. This role demands an individual who can seamlessly blend strategic governance with hands-on execution, utilizing Lean Six Sigma methodologies, Value Stream Analysis, and BPMN standards to drive operational excellence and exceptional stakeholder satisfaction.

A. Role Expectations and Ownership

The Quality Manager / Senior Quality Manager owns the end-to-end quality ecosystem of the organization. Expectations include:

● Strategic Leadership: Define, evolve, and execute the long-term Quality Assurance (QA) strategy aligned with broader business objectives.

● End-to-End Ownership: Take absolute accountability for service delivery quality, compliance standards, and process optimization across all operational business units.

● Subject Matter Expertise: Serve as the primary consultant for Quality Management Systems (QMS) and framework adoption (e.g., ISO 9001, COPC, CMMI) tailored to organizational needs.

● Risk Management: Proactively identify operational risks, compliance bottlenecks, and quality leakage points, implementing robust mitigation and corrective action/preventive action (CAPA) plans.

B. Team Structure and Scale Expectations

The role requires managing a multi-tiered, high-performing quality organization:

● Team Composition: Direct leadership over a team of Quality Leads, Quality Analysts, Process Consultants, and Six Sigma Specialists.

● Scale and Span: Manage a span of control that scales up to 15–30 quality professionals supporting large-scale operational teams (spanning 500+ delivery agents/associates).

● Talent Development: Cultivate a continuous learning culture by mentoring team members, managing performance cycles, and building a strong leadership pipeline within the QA function.

C. Tool and Analytics Expectations

A modern quality function relies heavily on data-driven decision-making. The candidate must possess:

● Statistical Analysis Tools: Advanced proficiency in Minitab, or equivalent statistical software for data modeling, hypothesis testing, and variance analysis.

● Process Modeling Standards: Expert-level mapping capability utilizing Business Process Model and Notation (BPMN 2.0) standards via tools like Microsoft Visio, or Lucid chart.

● Business Intelligence (BI) & Analytics: Deep understanding of data visualization platforms (e.g., Power BI, Tableau) to build comprehensive quality dashboards, control charts, and Pareto reports.

● Quality Management Software: Hands-on experience with modern Automated Quality Monitoring software, Speech/Text Analytics, and enterprise QMS tools.

D. Governance, Stakeholder Management and Transformation

As a change agent, the Senior Quality Manager acts as the bridge between operations, clients, and leadership:

● Robust Governance: Establish and lead weekly, monthly, and quarterly quality reviews (WBR/MBR/QBR) with senior leadership and external clients.

● Stakeholder Matrix Management: Influence and collaborate effectively with cross-functional leaders (Operations, Training, HR, Technology, and Product) to drive organization-wide quality mandates.

● Business Transformation: Act as a catalyst for transformation. Conduct end-to-end Value Stream Analysis (VSA) to eliminate non-value-added steps, identify automation/RPA opportunities, and re-engineer legacy processes.

●      Experience: Minimum of 10+ years of progressive experience in Quality Assurance, Quality Management, and Operational Excellence.

●      Methodology Certifications: Lean Six Sigma Green Belt is mandatory; Black Belt certification is highly preferred and will be a distinct advantage.

●      Core Knowledge: Strong theoretical and practical foundation in Lean principles, Six Sigma tools (DMAIC/DFSS), Kaizen, and FMEA.

●      Education: Bachelor's degree in a relevant field; master's degree or MBA is a plus.

●      Soft Skills: Exceptional communication, executive presentation, negotiation, and cross-functional leadership abilities.