Hiring Quality Assurance - Lead | Manager

Job description

Job Title: Lead / Manager - Quality Assurance (Delivery Assurance) Key Job Details • Location: Chennai, India (Hybrid) • Experience: 6 to 10 Years • Industry: IT Services / BPO / KPO • Key Skills: QA Management, Six Sigma Black Belt, SLA Governance, Root Cause Analysis (RCA), CAPA, Transaction Quality, Audits Job Description We are looking for a high-impact QA Lead/Manager to lead and execute our Delivery Assurance framework. In this role, you will manage a dedicated team to identify operational risks, ensure process compliance, and maintain 100% contractual alignment for a major business segment. What You Will Do (Core Responsibilities): • SLA Governance: Implement and monitor global SLA frameworks across service lines to ensure zero breaches. • Audits & Risk Management: Lead deep-dive process audits to catch early warning signs of operational failure and fix them early. • RCA & CAPA: Direct the Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) processes to permanently eliminate defects. • Quality Calibration: Oversee transaction quality frameworks and ensure quality scores are aligned across global regions (India & Philippines). • Reporting: Turn raw operational data into clear, actionable insights for senior leadership (AVPs and Delivery Leaders). Who We Are Looking For (Required Qualifications): • Experience: 8+ years of total experience in IT Services, BPO, or KPO, with a strong background in Quality Assurance or Operational Excellence. • Leadership: Proven experience managing a team of 58 QA professionals. • Technical Skills: Strong mastery of Six Sigma methodologies, Lean, or COPC frameworks. • Certifications: Six Sigma Black Belt is required. (COPC or PMP certifications are a big plus). • Communication: Excellent communication skills with the ability to influence senior stakeholders and manage client expectations. • Business Sense: A good understanding of how operational quality impacts business costs and revenue. How Your Success Will Be Measured (KPIs): • Maintaining a "Green" status across all assigned portfolio SLAs. • Keeping audit compliance scores above 95%. • Reducing repeat issues through effective CAPA implementation. • Earning high internal satisfaction (NPS) from Delivery Leaders for your reporting accuracy. Employment Type: Full-Time, Permanent Role Category: Quality Assurance / Service Delivery