India – Quality Leader

About the role

The role converts client requirements, delivery risks and customer expectations into a consistent operating system across multiple practices including Finance & Accounts, HRTT and R&C supporting clients through multiple channels voice, chat, email and back-office processes.

What you'll do

• Build and deploy the framework
• Design the end-to-end Operations Quality Framework, including principles, governance, standard methods, decision rights and minimum control requirements
• Create a deployment roadmap for new and existing accounts, including baseline assessment, gap closure, readiness criteria and stabilisation governance
• Establish document control for quality plans, scorecards, SOPs, audit protocols and evidence retention. Lead assurance, auditing and compliance
• Oversee process audits, control testing and compliance reviews; ensure findings are classified, owned, corrected and validated before closure

What you need

• 15–27 yrs of experience
• Operational risk
• Reporting
• SAP
• Power BI
• Variance analysis
• Compliance
• MBA

Good to have

• ERP
• Root cause analysis
• Six Sigma
• SOP writing
• FMEA
• ISO 9001