Assistant Quality Manager - KPO

Position Title

Assistant Manager – Quality Tier

Role

The Assistant Manager – Quality is responsible for driving quality excellence across assigned projects by implementing quality frameworks, monitoring process adherence, supporting continuous improvement initiatives, and ensuring compliance with organizational and client quality standards. The role partners with Operations, Training, and Process Excellence teams to improve quality performance, reduce defects, and foster a culture of operational excellence. Key Responsibilities Support the implementation and execution of quality control frameworks across assigned projects. Monitor quality metrics and identify opportunities for process improvement and defect reduction. Conduct regular audits, analyze quality trends, and recommend corrective and preventive actions (CAPA). Ensure adherence to client requirements, internal quality standards, SOPs, and compliance guidelines. Assist in implementing Lean, Six Sigma, and continuous improvement initiatives within the business. Participate in process improvement projects by identifying root causes and recommending sustainable solutions. Partner with Operations, Training, and SMEs to drive quality improvements and performance enhancement. Prepare and present quality dashboards, RCA reports, and performance insights to internal stakeholders. Support governance meetings by providing quality updates, risks, and improvement recommendations. Ensure timely closure of audit observations, corrective actions, and client feedback. Conduct calibration sessions with Operations and Quality teams to improve scoring consistency. Support change management initiatives by updating quality documentation, checklists, and audit frameworks. Monitor team compliance with productivity, quality, and process standards. Mentor Quality Analysts and provide coaching to improve audit effectiveness and consistency. Assist in hiring, onboarding, and capability development of Quality team members. Collaborate with cross-functional teams to standardize quality practices across projects. Contribute towards achieving organizational quality objectives, customer satisfaction, and operational excellence. Skill Set Strong understanding of Quality Management Systems (QMS), Lean, and Six Sigma methodologies. Good analytical skills with the ability to identify trends, root causes, and improvement opportunities. Knowledge of qual