Manager - Quality Assurance / Quality Control

• Develop and maintain a QA/QC framework for Business Services. • Set quality standards, checklists and control mechanisms for each service line and client engagement. • Align standards with contracts, SLAs, KPIs, SOPs and internal policies. • Review and update standards regularly, and promote a quality-focused culture. • Run regular quality assessments, operational reviews and compliance checks. • Monitor service delivery against SLAs, KPIs and client requirements. • Track errors, service gaps and recurring issues through to closure, and verify that corrective actions work. • Set and monitor quality metrics aligned with client SLAs and contracts. • Analyze recurring SLA/KPI breaches and recommend fixes. • Support Account Managers with client quality concerns and develop client-specific scorecards. • Bachelor’s degree in Quality Management, Business Administration, Operations Management, Engineering, Management or a related field. • Master’s degree / MBA preferred. • Professional certification in Quality Management, Process Improvement, Lean Six Sigma, ISO or a related discipline preferred. • 7+ years of relevant experience in Quality Assurance, Quality Control, Operations Excellence, Process Improvement or Service Quality. • Experience in outsourcing, managed services, BPO, staffing, facilities management or shared services preferred. • Demonstrated experience developing quality management frameworks, audit programs and operational controls. • Strong experience in SLA/KPI monitoring, process audits, root-cause analysis and CAPA management. • Proficiency in Microsoft Excel, Power BI or similar tools preferred; experience with quality management systems, CRM or workflow tracking platforms preferred. • Quality orientation, strong attention to detail and process orientation. • Analytical, data-driven thinking and strong problem-solving skills. • Root-cause analysis and a continuous improvement mindset. • Strong communication, report-writing and presentation skills. • Stakeholder management and client focus, with the ability to influence without direct authority. • Accountability, decision-making ability, planning and organizational skills. • Collaboration, persistence and follow-through.