QC Manager (BPO/KPO)

WE ARE HIRING : QC Manager (BPO/KPO)

Role Overview

We are seeking an experienced Quality Manager to own and drive the QA governance framework, ensuring alignment of QA operations with business goals of quality, risk reduction, and efficiency. This role requires strategic leadership, strong governance expertise, and a proven track record in leading QA teams within Order Management, BPO, or KPO environments.

Key Responsibilities:

• Define and implement the QA framework across Order Management Product Fulfilment processes.
• Own SLA/KPI delivery including Accuracy %, FPY, Error Leakage, and RCA closure.
• Establish and maintain governance cadence with stakeholders through adhoc, daily, weekly, and monthly reviews.
• Apply QA methodologies such as 7 QC tools, SWOT analysis, error rubrics, sampling strategies, and continuous improvement frameworks.
• Lead automation initiatives in QA workflows leveraging tools and technologies.
• Conduct root cause analysis of systemic errors and oversee corrective and preventive action plans.
• Manage resource planning, performance reviews, and career development of QA team members.
• Benchmark industry best practices and embed continuous improvement into QA operations.
• Present QA performance updates and improvement roadmaps to senior stakeholders.

Requirements:

• Bachelors or Masters degree in Business, Operations, or Technology.
• 8-12 years of experience in Quality Management (BPO/KPO/Order Management), including 2-4 years as a Quality Manager.
• Strong expertise in governance frameworks, SLA management, and RCA processes.
• Proven leadership skills in mentoring, team management, and stakeholder engagement.
• Excellent presentation, communication, and cross-functional collaboration abilities.
• Exposure to automation, data analytics, and compliance management tools.
• Proficiency in Six Sigma Green Belt methodologies.

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 Quality Manager Order Management.

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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