Quality

Key Responsibilities

• Lead quality improvement and continuous improvement initiatives across business/process functions.
• Establish, implement, and monitor quality standards, processes, procedures, and controls.
• Conduct process audits, quality audits, gap assessments, and compliance reviews.
• Identify process defects, deviations, inefficiencies, and recurring issues and drive corrective actions.
• Perform Root Cause Analysis (RCA) and develop Corrective and Preventive Actions (CAPA).
• Monitor key quality metrics such as Defect Rate, Error Rate, First Pass Yield, Rework, Customer Complaints, SLA, TAT, Productivity, and Quality Score.
• Develop and maintain SOPs, work instructions, checklists, quality guidelines, and process documentation.
• Conduct process mapping and process reviews to identify risks and opportunities for improvement.
• Drive Lean, Six Sigma, Kaizen, PDCA, or other continuous improvement methodologies as applicable.
• Analyze quality and operational data to identify trends, patterns, risks, and improvement opportunities.
• Develop and maintain quality dashboards, MIS, KPI reports, and management reports.
• Partner with Operations, Business, Technology, HR, Finance, Compliance, and other stakeholders to resolve quality issues.
• Lead quality governance reviews and present quality performance, risks, action plans, and improvement initiatives to senior management.
• Ensure adherence to organizational policies, regulatory requirements, internal controls, and applicable quality standards.
• Manage customer/client escalations and ensure timely resolution with appropriate corrective actions.
• Conduct quality calibration sessions to ensure consistency in process execution and evaluation.
• Identify training and knowledge gaps based on quality findings and coordinate quality/process training.
• Monitor implementation and sustainability of corrective actions through periodic reviews and audits.
• Identify opportunities for automation, digitization, standardization, and process optimization to improve quality and efficiency.
• Establish a culture of quality ownership, operational excellence, and continuous improvement across teams.