The posting
The Quality Leader will design, establish and govern an enterprise Operations Quality Framework for Business Orchestration Services - India. The role converts client requirements, delivery risks and customer expectations into a consistent operating system across multiple practices including Finance & Accounts, HRTT and R&C supporting clients through multiple channels voice, chat, email and back-office processes. Position will own quality governance, assurance methodology, calibration, insight generation, corrective action and continuous improvement, while enabling Operations leaders to improve customer outcomes, compliance and process performance.
PRIMARY OUTCOME A scalable, data-led and client-aligned quality system that prevents defects, strengthens controls and embeds continuous improvement into daily operations.
Operations Quality Framework: six accountability pillars
Pillar
Leadership accountability
Expected outputs
1. Quality strategy & governance
Define the quality policy, operating model, decision rights and review cadences across accounts and sites.
Framework, RACI, governance calendar, escalation thresholds and quality plan.
2. Assurance & control
Standardise sampling, evaluation, audit and control-testing methods for all critical transaction types across all support channels including voice, digital and back-office work.
Quality plans, scorecards, sampling logic, audit trails and control evidence.
3. Calibration & measurement integrity
Lead internal, cross-site and client calibration to sustain scoring consistency and reduce evaluator variation.
Calibration protocol, variance analysis, certification and recertification of evaluators.
4. Insights, RCA & corrective action
Translate defects, complaints and compliance failures into verified root causes and prioritised actions.
RCA packs, corrective/preventive action log, risk themes and closure validation.
5. Improvement & prevention
Sponsor Lean Six Sigma initiatives and error-proofing to remove systemic failure demand and rework.
Improvement pipeline, benefits tracking, control plans and lessons learned.
6. Capability & quality culture
Build QA capability and embed accountability through coaching, knowledge loops and quality communications.
Competency model, learning plan, coaching standards and quality recognition mechanisms.
Build and deploy the framework
· Design the end-to-end Operations Quality Framework, including principles, governance, standard methods, decision rights and minimum control requirements.
· Convert contractual commitments, client SOPs/DTPs, regulatory obligations and internal policies into measurable quality controls and operating standards.
· Create a deployment roadmap for new and existing accounts, including baseline assessment, gap closure, readiness criteria and stabilisation governance.
· Establish document control for quality plans, scorecards, SOPs, audit protocols and evidence retention.
Lead assurance, auditing and compliance
· Govern sampling and evaluation across voice calls, chats, emails and back-office transactions, ensuring coverage is risk-based and operationally practical.
· Oversee process audits, control testing and compliance reviews; ensure findings are classified, owned, corrected and validated before closure.
· Maintain readiness for client audits and recognised management-system or BPO quality assessments, including ISO- and COPC-aligned requirements where applicable.
· Define escalation pathways for material defects, repeat failures, customer impact and compliance breaches.
Drive quality insights and improvement
· Integrate quality results with operational, customer, complaint and productivity data to identify systemic risk and improvement opportunities.
· Lead structured RCA using tools such as 5 Whys, fishbone analysis, Pareto analysis, FMEA and Lean Six Sigma methods.
· Govern corrective and preventive actions, including accountable owners, target dates, effectiveness checks and sustained-control reviews.
· Sponsor cross-functional improvement initiatives addressing agent knowledge, tools, scripts, workflow design, policy interpretation and upstream/downstream dependencies.
Govern measurement and performance reviews
· Define a balanced quality scorecard and KPI dictionary, with clear calculation logic, data ownership, thresholds and drill-downs.
· Lead weekly, monthly and quarterly operating reviews; present performance, risks, trends, interventions and decisions required to delivery and client leadership.
· Ensure reporting distinguishes outcome measures, process measures and control-health indicators rather than relying on a single quality score.
· Track action plans to closure and confirm that reported improvement is supported by evidence.
Lead people capability and stakeholder alignment
· Lead, mentor and develop Quality Managers, Quality Analysts and local quality specialists across locations and accounts.
· Establish assessor selection, certification, calibration, coaching and recertification standards.
· Partner with Operations, Training, Workforce Management, Technology, Risk/Compliance and client teams to embed quality into process design and daily management.
· Act as a change leader for new tools, processes and behaviours through communication, training, adoption tracking and feedback loops.
Success measures
The final KPI set should be tailored by service line and client contract. The role is accountable for establishing measures across the following categories:
Category
Illustrative measures
Leadership intent
Customer & outcome quality
Critical-error rate, defect rate, repeat-contact drivers, complaint quality, transaction accuracy
Improve outcomes and reduce customer-impacting failure.
Control & compliance
Material findings, repeat findings, closure ageing, control effectiveness, audit readiness
Protect clients and the provider from avoidable operational risk.
Measurement integrity
Calibration variance, evaluator certification, sampling completion, appeal/overturn trends
Ensure quality data is reliable enough for decisions and coaching.
Improvement & prevention
RCA recurrence, corrective-action effectiveness, rework reduction, improvement benefits
Shift the organisation from detection to prevention.
Capability & adoption
QA proficiency, coaching completion, knowledge-gap closure, framework adoption
Build sustainable ownership within delivery operations.
Operating governance
Cadence
Primary focus
Typical participants
Output
Daily / intraday
Critical defects, emerging risk, delivery containment
Quality and Operations leads
Containment, owner and immediate action
Weekly
Trends, hotspots, coaching, open actions
Account Quality, Operations, Training/WFM as relevant
WBR quality pack and action log
Monthly
Systemic causes, control health, improvement portfolio
Business and functional leadership
Management review and prioritised interventions
Quarterly
Client outcomes, framework maturity, strategic risks
Provider and client leadership
QBR narrative, decisions and roadmap
Annual
Quality strategy, standards refresh, capability and investment
Executive sponsors and Quality leadership
Annual quality plan and objectives
· Bachelor’s degree in any discipline; MBA or a relevant postgraduate qualification is preferred.
· 15+ years of experience across BPO operations, quality assurance or service-delivery leadership, including substantial experience leading managers and/or direct reports.
· Demonstrated experience establishing or transforming quality governance across multi-account, multi-site or multi-channel service environments.
· Hands-on expertise in quality assurance, audit, calibration, RCA, corrective action, process standardisation and operational performance review.
· Lean Six Sigma Green Belt or Black Belt preferred; practical application of DMAIC, FMEA, Pareto, control plans and statistical analysis expected.
· Working knowledge of Quality Management Systems and recognised frameworks such as ISO 9001 and COPC, as applicable to the operating environment.
· Ability to interpret client contracts, SOPs/DTPs, policy requirements and operational data, and translate them into clear controls and management actions.
· Experience with performance dashboards, ERP/workflow platforms such as SAP or Oracle, and analytical tools such as Minitab, Python, Power BI or equivalent is advantageous.
Leadership competencies
Enterprise thinking
Connects customer outcomes, operational risk, people capability and financial impact.
Influence and challenge
Constructively challenges weak controls and aligns diverse stakeholders around evidence.
Analytical judgement
Separates symptoms from root causes and converts data into prioritised decisions.
Execution discipline
Creates clear ownership, closure criteria and follow-through across complex operations.
Change leadership
Builds adoption through communication, capability, reinforcement and visible sponsorship.
Client credibility
Communicates quality performance, risk and recovery plans with clarity and composure.
Decision rights and interfaces
· Owns: quality framework, quality standards, measurement integrity, assurance methodology, calibration governance and quality reporting standards.
· Approves: material changes to quality scorecards, sampling approaches, evaluator certification and audit protocols.
· Recommends: risk-based interventions, control strengthening, capability investment and improvement priorities to Operations and client leadership.
· Partners with: Operations Delivery, Training, Workforce Management, Technology, Risk/Compliance, HR and client stakeholders.
· Escalates: material customer impact, compliance breaches, repeat critical defects, ineffective corrective action and unresolved cross-functional dependencies.
ROLE VALUE PROPOSITION
Build a quality system that makes performance visible, risk actionable and improvement repeatable across BPO operations.
