Job Description

The Quality Excellence Manager is responsible for leading and driving the Quality & Excellence framework across operations, ensuring high-quality customer interactions, regulatory and client compliance, and strong alignment with business objectives. This role will oversee quality governance, audit accuracy, insights and analytics, coaching governance, and process transformation initiatives to improve people capability, operational efficiency, and customer experience.

1) Quality Governance & Performance Management

• Lead and manage the Quality org structure (Supervisors, Analysts, Intern QAs) ensuring accurate, consistent, and timely evaluations.
• Govern audit performance, calibration cadence, and compliance reviews as per internal and client standards.
• Monitor and influence key quality & operational metrics including Compliance, NPS, AHT, Transfer, Error Rate, Empower Audits, etc.
• Drive governance for Zero Tolerance and compliance reporting through strong Quality–Operations collaboration.
• Ensure audit adherence to accuracy standards and TAT commitments.

2) People Development & Leadership

• Mentor and coach Quality Supervisors and Analysts to strengthen:
  • Analytical capability
  • Coaching effectiveness
  • Leadership maturity
• Build a culture of recognition, feedback, and continuous learning through Quality Academies and structured development programs.
• Own succession planning, readiness tracking, and growth roadmap for Quality talent.
• Conduct structured 1:1s, performance reviews, engagement actions, and people governance routines.

3) Insights, Analytics & Reporting

• Convert audit findings and Voice of Customer (VoC) insights into clear, actionable recommendations.
• Partner with Operations/Training to design behavioral coaching strategies and performance interventions.
• Enable dashboards and reporting through Power BI / tracker-based reporting for trend visibility, risk tracking, and progress monitoring.
• Present quality performance read-outs to internal leadership and client stakeholders.

4) Process Improvement, Transformation & Automation

• Lead/support transformation programs under Quality Transformation and reACT (Review, Assess, Create, Transform).
• Identify process gaps, inefficiencies, and automation opportunities using data-backed analysis.
• Collaborate with Process Excellence, Training, WFM to improve:
  • end-to-end journeys
  • compliance process reliability
  • operational consistency
• Champion structured improvement projects such as:
  • AIM (Identify, Improve, Innovate, Manage)
  • IRIIS reduction initiatives
  • other Lean/Six Sigma improvements

5) Client & Stakeholder Management

• Act as a key liaison between Quality, Operations, and Client stakeholders.
• Participate in client reviews, business discussions, and calibrations to ensure consistent quality direction.
• Provide data-supported insights and business-ready recommendations to clients and senior leadership.

6) Additional Governance Responsibilities

• Ensure readiness for audits and compliance checks through strong:
  • documentation governance
  • standardization
  • cross-functional alignment

Take up additional strategic initiatives assigned by leadership within the Quality & Excellence roadmap.

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