Quality Controller

Job Description

Job Title: Quality Control Manager – IT/ITES/BPO
Location: Coimbatore/ Anywhere in South India
Experience: 12+ Years
Department: Quality / Operations Excellence

Job Description — Quality Control Manager (IT / ITES / BPO)
Title : Quality Control Manager — IT / ITES / BPO
Location : (WFO / Remote/ Hybrid) – Need to confirm
Experience : 10+ years (with 4–6+ years in people/quality leadership)
Department : Quality / Operations Excellence
Job Summary
Lead the quality function across IT / ITES / BPO delivery — design and run the Quality Management System (QMS),
own quality KPIs, lead audits, drive process improvements (RCA & CAPA), and embed analytics and automation
into QA. You will manage a team of Quality Analysts / QA Leads, partner with Ops/Training/Clients, and drive
measurable improvements in customer experience and compliance.
Key Responsibilities
∙ Own design, implementation and governance of the QMS (policies, scorecards, calibration, audit
cadence).
∙ Lead, coach and scale quality teams across projects/centers (hiring, capacity planning, performance
management).
∙ Define, monitor and report on quality KPIs & SLAs (CSAT, QA score, error rate, AHT impact, compliance).
∙ Conduct audits, root-cause analyses and implement CAPAs; reduce rework and defects.
∙ Drive process improvement initiatives: Lean / Six Sigma projects, automation of QA checks, AI-assisted
monitoring.
∙ Implement calibration sessions, standard evaluation rubrics and quality knowledge base.
∙ Build dashboards and self-service reports (Power BI / Tableau / Excel macros) to deliver real-time insights.
∙ Collaborate with Training, Ops and Client stakeholders to close gaps and roll out improvement plans.
∙ Manage vendor/client quality governance and prepare materials for external audits/certifications.
∙ Lead initiatives to improve employee engagement and quality culture.
Required Skills & Competencies
∙ Strong knowledge of QA frameworks and standards: COPC, ISO
∙ Advanced analytics skills — Excel, SQL, Power BI / Tableau for root-cause & trend analysis.

∙ Experience with QA automation / speech/text analytics tools and AI-enabled monitoring (desirable).
∙ Excellent stakeholder management and communication skills — client-facing experience required.
∙ Proven track record in building & leading high-performing QA teams and change programs.
∙ Strong problem solving — RCA, corrective action planning, process documentation.
Qualifications
∙ Any bachelor’s degree
∙ Minimum 12 years in Quality/Operations in IT / ITES / BPO with 4–6 years in managerial/leadership roles.