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