Senior Manager Quality Assurance

Actively Reviewing the Applications

Shine.com

Gurugram Full-Time 4–8 years

Posted 2 days ago • Apply by June 11, 2026

Job Description

Roles Responsibilities

Lead multiple engagements and be responsible for resolving complex business problems
Design/Deploy Service Quality framework that provides insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health
Ability to understand, define monitor the business indicators (Lagging Leading Indicators)
Sound understanding of Early Warning system(s) and be able to design as per business need
Expertise in performing Risk Controls assessment/FMEA and create/propose a robust controls framework
Create Process Health Dashboards reports, perform ad-hoc analysis, and implement action plans
Drive ongoing/ identified service assurance initiatives, continuous process improvement program
Accountable for data accuracy, timeliness and overall quality of the overall work product

QUALIFICATIONS Degrees, Certifications, Experience

Excellent knowledge about service quality both in Operations and support functions. Preferred domains: BFSI, FA, OTC, CX
MBB Trained/BB certified
MBA or PG degree preferably in Business Administration/Engineering
Minimum 10-14 years of experience in service quality, project mgt., quality management system for service industry

Skills

Expertise in designing service quality framework
Hands on experience in solving complex problems through six sigma approach
Sound understanding of business transformation concepts and frameworks
Sound understanding of business metrics how support impacts those
In-depth understanding of Quality management system, Operations and Support functions
Proficiency in process improvement initiatives
Customer centricity and effective program management skills
Excellent analytical, data visualization, problem-solving and advisory ability
Excellent in Advanced MS-Excel, PowerPoint, Minitab, MS-Visio usage. Preferred: SAP, Tableau knowledge

This job is provided by Shine.com