Manager Quality

About The Role The Manager Quality is responsible for leading the design, implementation, and oversight of quality frameworks across a multi-country BPO environment. This role governs quality operations across Regional Business Units. The role includes oversight of all service lines—Voice, Non-Voice, Chat, Back-office, Social Media, and Outbound. The individual will build a regionally consistent Quality Management System (QMS), ensure compliance with international and client-specific standards, and drive quality performance through structured improvement methods. Six Sigma Green Belt certification is required to ensure excellence in data-led quality governance and risk management. Key Responsibilities Define and lead the regional quality strategy, deploying a harmonized governance framework aligned to business and client objectives across all verticals. Oversee ISO 9001-aligned QMS implementation and compliance, ensuring strong audit management, documentation control, and organization-wide adherence to defined procedures. Drive performance excellence through data-led insights, monitoring KPIs, delivering executive dashboards, addressing underperformance, and embedding Lean and Six Sigma continuous improvement initiatives. Strengthen risk and fraud governance, implementing mitigation protocols, maintaining risk registers, conducting RCA-led interventions, and partnering with Compliance and Security teams. Build high-performing quality leadership capability, developing regional/site quality managers, enhancing certifications, and serving as the primary quality interface during client governance reviews and audits. Behavioral Competencies Executive-level thinker with strong operational execution capability Ability to lead and collaborate effectively across cultures and time zones High ethical standards with strong risk awareness Change champion with a strong results orientation Excellent interpersonal, coaching, and mentoring skills Experience & Skills Required 10+ years of overall work experience is desirable 7+ years in team management roles desirable 5+ years in BPO (Voice & Non-Voice verticals) desirable Advanced knowledge of Six Sigma methodologies – Green Belt (minimum required) desirable Strong experience in ISO 9001, audit frameworks, and governance models Industry exposure within BPO/ITES, particularly Telecom, E-commerce, Insurance, or Collections Proven expertise in performance management, risk mitigation, and cross-functional collaboration Strong communication, governance, and analytical capabilities Only shortlisted candidates will be contacted. How to Apply: All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section