VRecruitFirst
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vrecruitfirst.com
Job details:
Job Description :
Job Summary
We are looking for a senior Process Excellence & Quality Manager to establish and lead a strong framework for quality management, process governance, operational excellence, and continuous improvement across a growing US-focused KPO/BPO organization.
The ideal candidate will have a proven track record of improving processes at scale, building quality frameworks, driving operational efficiency, and working with international clients across the USA, UK, Canada, and/or Australia.
This role will work closely with senior operations and business leaders to improve quality, productivity, accuracy, turnaround time, client satisfaction, and process scalability.
Key Responsibilities
Process Excellence & Governance
- Establish organization-wide process excellence, quality, and governance frameworks.
- Design, standardize, and implement SOPs, process maps, workflows, and control mechanisms.
- Establish governance structures to ensure process consistency and operational discipline.
- Identify opportunities to simplify, standardize, and optimize business processes.
- Develop scalable processes to support organizational growth and new business requirements.
Quality Assurance & Process Audits
- Lead organization-wide quality assurance and process audit programs.
- Develop quality-monitoring frameworks, audit methodologies, and evaluation parameters.
- Conduct periodic process audits to identify gaps, risks, deviations, and control weaknesses.
- Drive Corrective and Preventive Actions (CAPA) and ensure effective closure of audit findings.
- Establish mechanisms to continuously monitor process quality and compliance.
Performance Management & Analytics
- Define and monitor KPIs, SLAs, CSAT, quality scores, productivity, accuracy, and turnaround-time metrics.
- Develop process-performance dashboards and management reports.
- Analyze operational data to identify trends, bottlenecks, and improvement opportunities.
- Provide actionable insights to senior management for improving business performance.
- Establish performance governance and review mechanisms across functions.
Continuous Improvement & Transformation
- Lead Lean, Six Sigma, Kaizen, and continuous-improvement initiatives.
- Conduct root-cause analysis using structured methodologies.
- Identify process inefficiencies and implement sustainable solutions.
- Drive productivity improvement, cost optimization, and turnaround-time reduction.
- Identify opportunities for automation, digitization, and technology-led process improvement.
- Measure and report the business impact of improvement initiatives.
Operational Excellence & Client Delivery
- Partner with Operations, Training, Technology, HR, and other functional leaders to improve operational performance.
- Support new client onboarding, process transitions, migrations, and stabilization.
- Ensure processes are aligned with international client expectations and contractual SLAs.
- Drive process standardization across multiple teams and business units.
- Support operations teams in improving accuracy, productivity, quality, and customer experience.
Quality Team & Capability Building
- Build, develop, and lead quality and process excellence teams.
- Define quality roles, responsibilities, KPIs, and performance standards.
- Train teams on quality frameworks, SOP adherence, RCA, CAPA, and process improvement methodologies.
- Build a culture of continuous improvement, accountability, quality ownership, and operational excellence.
Senior Management Reporting
- Establish structured governance and reporting mechanisms for senior leadership.
- Present quality, process-performance, operational-risk, and improvement reports.
- Provide recommendations on process transformation, automation, controls, and scalability.
- Support leadership in developing long-term operational excellence strategies.
Required Skills & Competencies
- Strong experience in Process Excellence, Quality Management, Operational Excellence, Business Transformation, or Continuous Improvement.
- Strong understanding of SOPs, Process Mapping, SLA, KPI, RCA, CAPA, Quality Management, and Process Governance.
- Proven experience managing process improvement initiatives at organizational scale.
- Strong analytical and data-driven problem-solving capabilities.
- Experience in quality audits, process assessments, and performance management.
- Knowledge of Lean / Six Sigma / Kaizen methodologies.
- Ability to identify operational risks and develop sustainable corrective actions.
- Strong stakeholder management and cross-functional collaboration skills.
- Excellent communication, presentation, and management-reporting capabilities.
- Ability to create scalable and standardized processes in a high-growth environment.
Required Experience & Qualifications
- 10+ years of experience in Process Excellence, Quality, Operations Excellence, Business Transformation, or related functions.
- Experience in KPO, BPO, ITES, GCC, shared services, or international service environments.
- Proven experience supporting or managing operations with 500+ employees.
- Experience working with international clients, preferably across the USA, UK, Canada, and/or Australia.
- Experience leading quality, process improvement, or transformation teams.
- Lean Six Sigma certification preferred.
- Bachelor’s or Master’s degree in Business Administration, Operations, Engineering, Quality Management, or a related discipline preferred.
Preferred Candidate Profile
The ideal candidate is a strategic yet hands-on Process Excellence and Quality leader who can build frameworks from the ground up and drive measurable operational improvements.
The candidate should be:
- Strong in process thinking and structured problem-solving.
- Comfortable working with senior management and large operational teams.
- Experienced in managing change across complex, multi-process environments.
- Data-driven with a strong focus on measurable business outcomes.
- Capable of balancing quality, productivity, cost, compliance, and customer experience.
- Proactive, analytical, and highly execution-oriented.
- Comfortable working in a fast-paced, high-growth KPO/BPO environment.
Experience : 10 - 12
Timing : 10:00 AM - 7:00 PM
Working Shift : Day Shift (Onsite)
Job Type : Full Time
Category : Quality Manager
Salary : Best in industry
Skills : Excellent Communication
Keywords : Process Excellence | Quality Management | Operational Excellence | Business Transformation | Continuous Improvement | Lean Six Sigma | Quality Assurance
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