Process Excellence & Quality Manager

VRecruitFirst

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