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Award winning experts in eCommerce! We have more than ten years of experience with eCommerce solutions.
The Role
Lead and scale the Quality Management System for IT/ITES/BPO delivery. Own quality KPIs, audits, RCA & CAPA, process improvements, and embed analytics/automation into QA. Manage quality teams, build dashboards, run calibrations, partner with Ops/Training/Clients, and drive measurable improvements in customer experience and compliance.
Summary Generated by Built In
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
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 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
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.
∙ Minimum 12 years in Quality/Operations in IT / ITES / BPO with 4–6 years in managerial/leadership roles.
Requirements
Quality Manager, Root cause analysis,BPO/IT/ITES, CAPA
Skills Required
- Minimum 12 years in Quality/Operations in IT/ITES/BPO with 4-6 years in managerial/leadership roles
- Any bachelor's degree
- Strong knowledge of QA frameworks and standards: COPC, ISO
- Advanced analytics skills: Excel, SQL, Power BI or Tableau (including Excel macros)
- Proven track record building and leading high-performing QA teams and change programs
- Excellent stakeholder management and client-facing communication skills
- Strong problem solving: root-cause analysis (RCA), corrective action planning (CAPA), process documentation
- Experience with QA automation, speech/text analytics tools and AI-enabled monitoring
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The Company
What We Do
At Vserve, we are award winning eCommerce specialists! Vserve is one of the leading full-service ecommerce agencies that offers a range of ebusiness solutions, catalog management services, and business intelligence expertise. In short, we specialize in delivering customized ecommerce solutions that make your business work for you so that you can work less!
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