QC Manager - Service Delivery

About the role

Complete ownership of quality management processes and initiatives across the organization; decide and monitor delivery quality metrics to be tracked across the organization Accountable for maintaining account level quality requirements and collaborating with ADMs and PMs to drive delivery quality and issue resolution

What you'll do

• Define and manage delivery quality framework across accounts
• Create and update quality management policies, templates, and review checklists for use by delivery teams
• Develop criteria and measurement methods for quality index and delivery quality score reporting
• Track key quality metrics and drive corrective actions
• Monitor COQ/COPQ, CSAT trends, and delivery deviation patterns; identify performance dips or systemic delivery issues and initiate process improvement initiatives

What you need

• Root cause analysis
• Learning and development
• Any graduate