Quality Manager

Tech Mahindra · Not specified, India

Role Overview:

As a Quality Manager, you will be responsible for defining, implementing, and overseeing the quality strategy for our operations. You will play a critical role in ensuring that project deliverables meet the highest standards of accuracy, reliability, and compliance. The ideal candidate will bridge the gap between operational execution and strategic quality improvement, using data-driven insights to optimize workflows, mitigate risks, and enhance client satisfaction.

Key Responsibilities:

• Quality Assurance Strategy:
• Design and execute comprehensive quality frameworks, including audit protocols, sampling methodologies, and performance scorecards.
• Establish clear Quality KPIs and SLAs; monitor performance trends to identify gaps and implement corrective actions.
• Oversee the "Quality Audit" lifecycle, ensuring compliance with internal policies and client-specific requirements.
• Operational Excellence & Improvement:
• Drive continuous improvement initiatives (e.g., Lean Six Sigma, Kaizen) to streamline processes and reduce operational errors.
• Utilize data analytics to diagnose root causes of quality issues and lead cross-functional efforts to resolve them.
• Maintain robust Standard Operating Procedures (SOPs) and ensure documentation accuracy across all project lifecycles.
• Team Leadership & Mentorship:
• Provide guidance and oversight to Quality Analysts and Subject Matter Experts (SMEs).
• Lead training initiatives on quality standards, tool usage, and evaluation consistency.
• Cultivate a culture of accountability and excellence by fostering professional development within the team.
• Stakeholder & Risk Management:
• Act as the primary point of contact for quality-related escalations and reporting.
• Ensure strict adherence to data privacy, security, and compliance standards.
• Partner with Delivery Leads to align quality benchmarks with project roadmap and resource planning.
• Act as the primary stakeholder for all daily and weekly client calibration sessions.

Qualifications

• Experience:
• 7-10+ years of experience in Operations, Quality Assurance, or Project Management.
• Minimum 3-5 years in a leadership or managerial capacity (e.g., managing Team Leads, QA Analysts).
• Proven background in AI operations, data annotation, content moderation, or similar high-volume service delivery environments.
• Technical Skills:
• Advanced proficiency in data visualization and reporting tools (e.g., Spreadsheets/Slides/Tableau).
• Strong analytical mindset with the ability to translate complex data into actionable operational insights.
• Experience with workflow management tools and audit systems.
• Preferred Skills & Certifications:
• Demonstrated experience with process improvement methodologies such as Lean Six Sigma, PMP, or other relevant QC certifications.
• Exceptional verbal and written communication skills for cross-team collaboration and client presentations.
• A proactive, "problem-solver" mindset with the ability to navigate ambiguous project requirements.