Quality Assurance Manager

About the role

An experienced Manager – Quality Assurance / Quality Control is sought, with a strong background in manpower outsourcing, high-volume operations, service delivery and process auditing. The role drives quality, compliance and operational excellence across large-scale service operations.

Key responsibilities

• Develop and implement quality assurance frameworks, operational standards, policies and procedures.
• Monitor service delivery, SLAs, KPIs, productivity and performance across high-volume operations.
• Conduct process audits, operational assessments, compliance reviews and quality inspections.
• Review policies, SOPs and operational workflows to ensure compliance and process consistency.
• Lead root-cause analysis and implement Corrective and Preventive Actions (CAPA).
• Identify process gaps, mitigate operational risks and drive continuous improvement.
• Develop quality dashboards, scorecards and management reports.
• Collaborate with operations teams, account managers and clients to improve service quality and customer satisfaction.

Required profile

• Bachelor's degree in Quality Management, Business Administration, Operations Management, Engineering or a related field.
• 7+ years of relevant experience in Quality Assurance, Quality Control, Operations Excellence or Process Auditing.
• Strong experience in manpower outsourcing, staffing, managed services, BPO or large-scale service operations.
• Experience managing or auditing high-volume workforce operations, especially in banking, customer service or similar service-driven environments.

Required skills

• Operational policies, SOPs, compliance audits, SLA/KPI monitoring and process improvement.
• Root-cause analysis, CAPA, risk identification and quality reporting.
• Analytical, communication, stakeholder-management and problem-solving skills.
• Proficiency in MS Excel and Power BI is an advantage; Lean Six Sigma, ISO or other quality certifications are an added advantage.