QC Manager - Service Delivery

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 performan...