Executive – Quality Compliance & Process Improvement

About the role

We are seeking an Executive to lead quality compliance and process improvement initiatives for our clients in the BPO/ITES sector. The role involves designing new quality control processes, driving migrations, and ensuring adherence to internal and client standards.

Key responsibilities

• Design and implement new QC processes to meet client‑specific requirements.
• Lead significant process‑improvement projects and facilitate best‑practice sharing across teams.
• Train and mentor personnel on quality tools, concepts, and standards.
• Collaborate with clients and operations to conduct compliance reviews and standardisation efforts.
• Monitor ongoing compliance with QSD, ISO, COPC and other certification requirements.
• Handle inbound calls from policyholders, process billing transactions, and provide technical support.
• Identify and drive superior improvement opportunities across verticals and programs.

Required profile

• Graduate degree in any discipline.
• Minimum 8 years total work experience, including at least 2 years in BPO/ITES and 5 years in a similar quality‑focused role.
• Strong analytical, problem‑solving and communication skills.
• Ability to coach, give feedback and lead in a challenging environment.

Required skills

• Lean Six Sigma Green Belt certification.
• Proficiency with MS Office suite (Excel, PowerPoint, Word, Outlook).
• Experience in Process Mapping / Value Stream Mapping.
• Familiarity with call‑recording systems such as NICE or Witness.
• Knowledge of quality management systems (ISO, COPC) preferred.