Quality Assurance Manager

The Senior Manager Quality Operations role based in Hyderabad within the Customer Service- Trust & Safety domain is seeking immediate joiners who will be responsible for leading a multi-faceted independent quality evaluation process. You will oversee the measurement of quality across various sources and provide valuable insights from the operation. Your role will involve effectively managing and mentoring a team handling diverse workflows, Quality channels, and global stakeholders. It is crucial to drive accountability within the teams to achieve quality performance goals and ensure program standards are consistently met on a week-over-week basis. As a Senior Manager Quality Operations, you will assess and prioritize the top-quality issues impacting the teams across all decision-making channels. Collaboration with internal and external stakeholders is key to building scalable quality systems that enable resource-efficient monitoring of decision accuracy and faster identification of overall user experience issues. Your proactive approach will focus on driving outcomes and insights to continuously enhance and deliver an exceptional customer experience throughout the program. Additionally, you will be responsible for aggregating audit findings, analyzing process gaps, and identifying innovative solutions to solve problems upstream. This will contribute to improving customer experience, driving higher efficiency, and optimizing program operations through process management and key strategic initiatives. Your role will involve forecasting and capacity planning to meet business requirements and ensure continuity. You are expected to proactively communicate existing bottlenecks and challenges, quantify their impact on operations, and facilitate appropriate prioritization. The ideal candidate for this position should possess a minimum of 15 years of diverse experience in a scalable quality operations environment, with a track record of managing both internal and external stakeholders to drive results. Strong critical and analytical thinking, along with an entrepreneurial and proactive mindset, are essential. Experience with customer outcome and insight focus, excellent collaboration skills across functions and regions, and the ability to adapt to a fast-paced international work environment are crucial for success in this role. Exceptional communication and presentation skills are required to articulate performance trends and associated actions effectively. The ability to prioritize tasks, manage time efficiently, and perform well under high-pressure situations is vital. Fluency in English is a must, and any quality certification (e.g., Lean Six Sigma, TQM) or project management certification (PMP, Prince2) would be advantageous. In summary, as the Senior Manager Quality Operations, you will play a key role in driving quality excellence, operational efficiency, and outstanding customer experience by leading a team, collaborating with stakeholders, and implementing innovative solutions to enhance program performance.,