Job Description

Role Description

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 Collaborate with cross-functional teams to embed quality checks and continuous improvement actions throughout the delivery lifecycle

Key Responsibilities

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 Coordinate with ADMs and Delivery Ops to validate accuracy of quality data across accounts
Drive governance for 'at risk' accounts and low-CSAT accounts


Conduct independent quality assessment to raise early triggers to "Red"/"Yellow" engagement; review customer feedback on these accounts and ensure action plans are in place Monitor closure of audit observations, process gaps, and delivery defects across team
Lead continuous improvement and quality capability initiatives


Proactively reach out to customers in collaboration with ADMs to identify parameters against which delivery quality should be evaluated Design and run delivery quality trainings, workshops, and playbooks for ADMs and PMs; track if key quality trainings & audits as required across projects are being conducted Publish monthly and quarterly quality scorecards for leadership, highlighting improvement areas

KPIs

Quality index score Delivery Quality score (COQ, COPQ) % of accounts with CSAT > target % of quality trainings completed by
delivery teams

KRAs

% reduction in COPQ across verticals % improvement in quality index quarter-on-quarter # quality management trainings conducted

Key Interfaces

Collaborate with ADMs to undertake root cause analysis for low CSAT scores or customer complaints and create actionable plans for score improvement Work with ADMs to roll out quality metrics and reviews Collaborate with Delivery Ops on data accuracy, reporting cadence, and audit trails Interact with PMs for tracking tech-level issues impacting service quality Coordinate with all relevant stakeholders on closure of observations found in audits and ensure completeness of quality documentation Partner with HR and L&D to drive delivery quality training programs * Liaise with Quality SPOCs across Horizontals to align standards and share best practices