Associate Director (BPO/KPO)

WE ARE HIRING : Associate Director Quality Assurance

Role Overview

We are seeking an experienced Associate Director Quality Assurance to lead large-scale QA operations for deal strategy support and order management product fulfillment (OMPF) processes. The role requires strategic leadership to drive quality, compliance, efficiency, and governance across multi-location workflows, ensuring SLA adherence, client satisfaction, and operational excellence at scale.

Key Responsibilities:

• Strategic Leadership & Delivery Governance
• Own and implement QA strategy for global operations.
• Oversee QA audits across workflows, ensuring SLA compliance (Accuracy %, FPY, Error Leakage, RCA closure, Audit Coverage).
• Align QA frameworks with evolving client requirements.
• Enable scale-up of teams, workflows, and audit coverage.

Operational Excellence

• Establish governance mechanisms: daily huddles, RCA loops, compliance checks, and business reviews.
• Lead automation and tooling initiatives leveraging Q+, OVF, Vector, and knowledge bases.
• Standardize audit methodologies, sampling frameworks, and reporting dashboards.
• Manage risk effectively with zero-error tolerance for client deliverables.

People Leadership & Development

• Manage and mentor QAs, QA Leads, and QA Managers across sites.
• Drive career development, succession planning, and leadership capability building.
• Foster a culture of continuous improvement, accountability, and innovation.
• Partner with training teams for TNIs, refreshers, and upskilling initiatives.

Client & Stakeholder Management

• Act as single point of contact for client leadership on QA performance, escalations, and strategy.
• Lead Quarterly Business Reviews (QBRs) and present quality dashboards with insights.
• Collaborate with Ops, Training, Tools, and Analytics teams to strengthen QA impact.

Key Deliverables:

• SLA compliance for Accuracy %, FPY, and Error Leakage.
• 100% audit sampling coverage.
• Timely RCA and Corrective Action implementation.
• Reduction in repeat errors and customer-found defects.
• Insightful and actionable weekly, monthly, and quarterly business reviews.

Requirements:

• Graduate/Postgraduate with 12-14 years of total experience, including 8+ years in QA/Operations leadership in BPO/KPO.
• Proven experience managing 500+ FTE operations or multi-site QA teams.
• Strong expertise in Order Management, Deal Management, or Contract QA processes preferred.
• Proficiency in QA methodologies, SLA governance, Six Sigma concepts, and RCA.
• Excellent stakeholder management, client engagement, and executive communication skills.

Skills & Competencies:

• Strong analytical and problem-solving ability.
• Cross-functional and cross-location leadership capability.
• Expertise in compliance, audits, and risk management frameworks.
• Strategic thinker with focus on automation and innovation.
• Proven ability to build and lead high-performance teams.
• Exposure to Six Sigma Black Belt methodologies preferred.

Ready to take your career to new heights?

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Associate Director Quality Assurance.

At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities.

Apply now and see how you can be the perfect fit for this exclusive position!

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