India Quality Leader

Introduction

The Quality Leader will design, establish, and govern an enterprise Operations Quality Framework for Business Orchestration Services - India. The role translates 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 voice, chat, email, and back-office process channels. The position owns quality governance, assurance methodology, calibration, insight generation, corrective action, and continuous improvement—while empowering Operations leaders to enhance 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

• 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.

• 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.

• Calibration & measurement integrity
  
  

Lead internal, cross-site, and client calibration to maintain scoring consistency and reduce evaluator variation.

Calibration protocol, variance analysis, certification, and recertification of evaluators.

• Insights, RCA & corrective action
  
  

Convert defects, complaints, and compliance failures into validated root causes and prioritised actions.

RCA packs, corrective/preventive action log, risk themes, and closure validation.

• Improvement & prevention
  
  

Sponsor Lean Six Sigma initiatives and error-proofing to eliminate systemic failure demand and rework.

Improvement pipeline, benefits tracking, control plans, and lessons learned.

• Capability & quality culture
  
  

Build QA capability and strengthen accountability through coaching, knowledge loops, and quality communications.

Competency model, learning plan, coaching standards, and quality recognition mechanisms.

Your Role And Responsibilities

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 covering 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 needed to support delivery and client leadership.
• Ensure reporting differentiates 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 improvements are 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

Role

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

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• 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.