Quality Leader

IBM; Bengaluru; Presencial; INR 3.000.000 - 6.000.000; Jornada completa

Descripción de la vacante

International Business Machines Corporation in Bengaluru seeks a senior quality leader to design and operate an end-to-end Operations Quality Framework. You will govern audits, analytics and improvement initiatives across multi-site BPO environments.

The role demands 15+ years of experience in quality assurance and service-delivery leadership, plus Lean Six Sigma expertise and strong stakeholder collaboration with Operations, Risk and client teams.

Formación

• Bachelor's degree in any discipline; MBA or a relevant postgraduate qualification is preferred.
• 15+ years of experience across BPO operations, quality assurance or service-delivery leadership.
• Demonstrated experience establishing or transforming quality governance across multi-account, multi-site or multi-channel service environments.
• Hands-on expertise in quality assurance, audit, calibration, RCA, corrective action, process standardisation and operational performance review.
• Lean Six Sigma Green Belt or Black Belt preferred; practical application of DMAIC, FMEA, Pareto, control plans and statistical analysis expected.
• Working knowledge of Quality Management Systems and recognised frameworks such as ISO 9001 and COPC, as applicable to the operating environment.
• Ability to interpret client contracts, SOPs/DTPs, policy requirements and operational data, and translate them into clear controls and management actions.
• Experience with performance dashboards, ERP/workflow platforms such as SAP or Oracle, and analytical tools such as Minitab, Python, Power BI or equivalent is advantageous.

Responsabilidades

• Design the end-to-end Operations Quality Framework, including governance, standard methods and minimum control requirements.
• Convert commitments, SOPs/DTPs, regulatory obligations and policies into measurable quality controls and standards.
• Create deployment roadmaps for new and existing accounts and stabilisation governance.
• Establish document control for quality plans, scorecards, SOPs, audit protocols and evidence retention.
• Govern sampling and evaluation across channels, ensuring risk-based coverage.
• Oversee process audits, control testing and compliance reviews; classify, own and validate findings before closure.
• Maintain readiness for client audits and COPC-aligned requirements.
• Define escalation pathways for material defects and compliance breaches.
• Lead RCA and improvement initiatives; sponsor cross-functional projects addressing tools, scripts and policies.
• Define a balanced quality scorecard and KPI dictionary; lead weekly, monthly and quarterly operating reviews.
• Track action plans to closure with evidence-backed improvements.
• Lead, mentor and develop Quality Managers, Quality Analysts and local specialists; establish certification standards.

Conocimientos

Quality governance

ISO 9001

COPC

RCA

DMAIC

FMEA

Control plans

Statistical analysis

Leadership

KPIs & dashboards

Data interpretation

Educación

Bachelor's degree

MBA or relevant postgraduate

Herramientas

SAP

Oracle

Minitab

Python

Power BI

Descripción del empleo

Key responsibilities

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.

Experience and qualifications

• Bachelors degree in any discipline; MBA or a relevant postgraduate qualification is preferred.
• 15+ years of experience across BPO operations, quality assurance or service-delivery leadership, including substantial experience leading managers and/or direct reports.
• Demonstrated experience establishing or transforming quality governance across multi-account, multi-site or multi-channel service environments.
• Hands-on expertise in quality assurance, audit, calibration, RCA, corrective action, process standardisation and operational performance review.
• Lean Six Sigma Green Belt or Black Belt preferred; practical application of DMAIC, FMEA, Pareto, control plans and statistical analysis expected.
• Working knowledge of Quality Management Systems and recognised frameworks such as ISO 9001 and COPC, as applicable to the operating environment.
• Ability to interpret client contracts, SOPs/DTPs, policy requirements and operational data, and translate them into clear controls and management actions.
• Experience with performance dashboards, ERP/workflow platforms such as SAP or Oracle, and analytical tools such as Minitab, Python, Power BI or equivalent is advantageous.