Senior Manager - Quality Operations

Avalara APAC; Pune City; On-site; INR 4,500,000 - 6,500,000; Full time

Benefits offered by this job

Competitive compensation package

Paid time off

Health and wellness benefits

Job summary

A global tax technology firm in Pune City is seeking a Senior Manager - Quality Operations to drive quality assurance programs and lead continuous improvement initiatives. You will design quality frameworks, integrate AI insights, and mentor a data-centric team. Ideal candidates will have over 10 years of experience and a proven track record in quality improvements powered by AI tools. This role offers competitive compensation and a supportive workplace culture.

Qualifications

• 10+ years of experience in Quality, Operations, or Process Excellence roles.
• Proven track record in AI-assisted quality improvements.
• Experience building and leading teams with a focus on innovation and analytics.

Responsibilities

• Design and manage quality frameworks across multiple departments.
• Lead the development of AI-augmented scorecards and predictive audit processes.
• Mentor a team of quality professionals and promote a culture of innovation.
• CI with AI enablement: identify inefficiencies using advanced analytics.
• Lead Lean/Six Sigma projects augmented by AI-driven root-cause analysis and automation triggers.
• Integrate AI tools into daily team operations for real-time improvements.
• People Leadership: mentor data-centric quality professionals and foster innovation.
• Build accountability via dashboards and automated feedback.
• Stakeholder Management: collaborate across Ops, Compliance, Automation, Data, Support.
• Insights, Governance & Predictive Quality: AI-powered visuals, NLP sentiment analysis, automated governance.

Skills

Quality Assurance Leadership

AI Integration

Continuous Improvement

Data Analysis

Stakeholder collaboration

Tools

Salesforce

Freshdesk

Excel

Tableau

Power BI

Python

SQL

ML platforms

Job description

Overview

Join to apply for the Senior Manager - Quality Operations role at Avalara APAC.

This role is for a strategic leader to drive quality assurance programs across customer-facing operations, lead Continuous Improvement (CI), integrate AI-led insights, optimize audit programs, and enhance operations through data, automation, and collaboration. You will report to the Director of Quality and Data.

What Your Responsibilities Will Be

• Quality Strategy & AI Integration: design and manage quality frameworks across multiple departments (Notice Management, Case Management, Transactions).
• Lead the development of AI-augmented scorecards, dynamic sampling models, and predictive audit processes to improve process consistency and customer satisfaction.
• Use machine learning models to anticipate risk areas and guide interventions.
• Continuous Improvement (CI) with AI Enablement: champion a CI culture by identifying systemic inefficiencies using advanced analytics.
• Lead Lean/Six Sigma projects augmented by AI-driven root cause analysis, automation triggers, and workflow optimization.
• Integrate AI tools into daily team operations to detect anomalies and suggest real-time improvements.
• People Leadership: mentor a team of data-centric quality professionals by building AI fluency and analytical rigor; promote a culture of innovation and learning, encouraging experimentation with AI tools to enhance team performance.
• Build accountability through smart dashboards and automated feedback mechanisms.
• Stakeholder Management & Collaboration: collaborate across Ops, Compliance, Automation, Data, and Support to align QA goals and accomplish shared outcomes; serve as a strategic advisor on process enhancements and customer experience powered by AI-generated recommendations.
• Insights, Governance & Predictive Quality: deliver AI-enhanced data visualizations, NLP-driven sentiment analysis from customer interactions, and intelligent QA heatmaps; ensure compliance and risk mitigation through automated governance models and continuous AI-powered monitoring.

What You’ll Need To Be Successful

• 10+ years of experience in Quality, Operations, or Process Excellence roles.
• Proven track record in AI-assisted quality improvements, including use of machine learning, automation tools, and intelligent workflow platforms.
• Experience building and leading teams with a focus on innovation and analytics.

Strong Proficiency In

• QA tools: Salesforce, Freshdesk
• Data & AI tools: Excel, Tableau, Power BI, Python, SQL, ML platforms (e.g., Data Robot, Azure ML, or similar)

Core Competencies

• Continuous Improvement & AI-Powered Problem Solving
• Leadership & Team Development
• Operational & Risk Awareness
• Partner Influence & Collaboration
• Data-Driven and AI-Augmented Decision-Making
• Strategy Execution with Latest Technologies

How We’ll Take Care Of You

Total Rewards: In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness: Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity: Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have 8 employee-run resource groups with senior leadership sponsorship.

What You Need To Know About Avalara

We’re defining the relationship between tax and tech. We’ve built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. We’re a billion-dollar business, focused on being part of every transaction in the world.

We’re bright, innovative, and disruptive. Join us, and your career will be too.

We’re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company — all qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national origin, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.