India – Quality Leader

IBM; Bengaluru; Presencial; INR 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

International Business Machines Corporation (IBM) in Bengaluru, India is seeking to build and deploy a comprehensive Operations Quality Framework. The role involves designing governance, standard methods, and minimum control requirements to translate commitments into measurable quality controls.

You will lead assurance, auditing and compliance across channels, oversee audits, escalate material defects, and drive data-driven improvements using RCA and Lean Six Sigma.

Responsabilidades

• 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.
• Govern sampling and evaluation across voice calls, chats, emails and back-office transactions in a risk-based, operationally practical manner.
• Oversee process audits, control testing and compliance reviews; classify, own, correct and validate findings before closure.
• Maintain readiness for client audits and ISO/COPC-aligned requirements where applicable.
• Define escalation pathways for material defects, repeat failures, customer impact and compliance breaches.
• Integrate quality results with operational data to identify systemic risk and improvement opportunities.
• Lead RCA using 5 Whys, fishbone, Pareto, FMEA and Lean Six Sigma methods.
• Govern corrective and preventive actions with owners and target dates, ensuring sustained-control reviews.
• Sponsor cross-functional improvement initiatives addressing tools, scripts, workflow design and policy interpretation.
• Define a balanced quality scorecard with KPI dictionary, thresholds and drill-downs.
• Lead regular reviews and ensure reporting differentiates outcome, process and control-health metrics.

Descripción del empleo

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 addressing 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 required to delivery and client leadership.
• Ensure reporting distinguishes 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 improvement is 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

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