Urgent Hiring For Quality AM & Manager Quality at Noida

Tech Mahindra; Dadri; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Tech Mahindra is seeking a results-driven Quality Manager/AM Quality to lead QA frameworks, strengthen client partnerships, and drive continuous improvement across operations. This is a strategic role balancing operational excellence with client expectations, ensuring measurable business impact.

You will own end-to-end QA programs, design frameworks, KPI dashboards, and RCA-driven action plans, while coaching teams and ensuring compliance with standards.

Qualifications

• Proven experience in Quality / QA / Continuous Improvement roles with client-facing exposure.
• Strong background in stakeholder & client relationship management.
• Expertise in Lean, Six Sigma, and RCA methodologies (5 Whys, Fishbone, Pareto).
• Excellent communication, storytelling, and executive presentation skills.
• Strong analytical skills with proficiency in Excel, SQL, BI tools.
• Experience in BPO and Customer Experience.

Responsibilities

• Lead end-to-end Quality Assurance (QA) programs across processes and teams.
• Design and implement quality frameworks, scorecards, and audit mechanisms.
• Act as the primary quality partner for clients, ensuring alignment on KPIs, SLAs, and business goals.
• Drive Root Cause Analysis (RCA) and implement corrective and preventive action plans.
• Monitor and improve KPIs such as CSAT, NPS, FCR, and compliance metrics.
• Partner with clients and internal stakeholders to co-create quality roadmaps and improvement plans.
• Lead client governance calls, business reviews (WBR/MBR/QBRs), and present actionable insights.
• Manage client escalations with structured problem-solving and timely resolution.
• Leverage data analytics to provide proactive insights and recommendations to clients.
• Build and foster a strong coaching and feedback culture across teams.
• Ensure adherence to client, regulatory, and internal quality standards.
• Drive automation and AI-led quality initiatives to enhance scalability and client value.

Skills

Quality Management

Client-facing

Lean Six Sigma

Stakeholder Management

Communication Skills

Analytical Skills

Excel

SQL

BI Tools

BPO Experience

Tools

Excel

SQL

BI Tools

Job description

Role Overview

We are seeking a results-driven Quality Manager/ AM Quality to lead quality assurance frameworks, strengthen client partnerships, and drive continuous improvement across operations. This role requires a strategic thinker who can balance operational excellence with client expectations, ensuring measurable business impact.

Key Responsibilities

• Lead end-to-end Quality Assurance (QA) programs across processes and teams
• Design and implement quality frameworks, scorecards, and audit mechanisms
• Act as the primary quality partner for clients, ensuring alignment on KPIs, SLAs, and business goals
• Drive Root Cause Analysis (RCA) and implement corrective and preventive action plans
• Monitor and improve KPIs such as CSAT, NPS, FCR, and compliance metrics
• Partner with clients and internal stakeholders to co-create quality roadmaps and improvement plans
• Lead client governance calls, business reviews (WBR/MBR/QBRs), and present actionable insights
• Manage client escalations with structured problem-solving and timely resolution
• Leverage data analytics to provide proactive insights and recommendations to clients
• Build and foster a strong coaching and feedback culture across teams
• Ensure adherence to client, regulatory, and internal quality standards
• Drive automation and AI-led quality initiatives to enhance scalability and client value

Skills & Qualifications

• Proven experience in Quality / QA / Continuous Improvement roles with client-facing exposure
• Strong background in stakeholder & client relationship management
• Expertise in Lean, Six Sigma, and RCA methodologies (5 Whys, Fishbone, Pareto, etc.)
• Excellent communication, storytelling, and executive presentation skills
• Strong analytical skills with proficiency in Excel, SQL, BI tools
• Experience in BPO and Customer Experience