Associate Director (BPO/KPO)
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Role:The Associate Director will be responsible for leading large-scale Quality Assurance (QA) operations for Google Deal Ops quality processes that includes Deal Strategy Support process and Order Management Product Fulfillment (OMPF) process. The role requires strategic leadership to drive quality compliance efficiency and governance across multiple workflows ensuring consistent delivery against client expectations while enabling scale automation and process Responsibilities:Strategic Leadership & Delivery GovernanceOwn and drive QA strategy for multi-location delivery of QA audits across workflows ensuring SLA compliance (Accuracy % Error Leakage FPY RCA closure Audit Coverage).Partner with client stakeholders to align QA framework with evolving business smooth scale-up of teams workflows and audit coverage in line with client ExcellenceImplement governance mechanisms: Daily huddles RCA loops compliance checks and periodic business automation and tooling initiatives with platforms like Q OVF Vector and knowledge audit methodology sampling framework and reporting strong risk management and zero-error tolerance for client-facing Leadership & DevelopmentManage a team of QAs QA Leads and QA Managers across career development mentoring and succession planning for next-level a culture of continuous improvement accountability and with training teams to ensure regular TNIs refreshers and upskilling & Stakeholder ManagementAct as the single point of contact for client leadership on QA performance escalations and Quarterly Business Reviews (QBRs) and provide insights through quality with internal functions (Ops Training Tools and Analytics) to strengthen QA DeliverablesQuality SLA compliance (Accuracy % FPY Error Leakage agreed thresholds).100% adherence to audit sampling RCA & Corrective Action in repeat errors and customer-found reviews (weekly monthly quarterly) with actionable & ExperienceGraduate / Postgraduate with 12-14 years of overall experience including 8 years in QA / Operations leadership in BPO/ experience managing 500 FTE operations or multi-site QA expertise in Order Management Deal Management or Contract QA processes in QA methodologies SLA governance Six Sigma concepts and root cause client engagement executive communication and stakeholder management & SkillsStrong analytical and problem-solving to lead cross-functional and cross-location in compliance audit and risk management thinker with focus on innovation and leadership style coaching motivating and building high-performance exposure to six sigma black belt methodologies and projects.
Required Experience:
Director
Key Skills
- Program assessment
- FDA Regulations
- Manufacturing & Controls
- Program Evaluation
- budget forecast
- Research Experience
- Operations Management
- Research & Development
- Strategic Planning
- Contract Management
- Leadership Experience
- negotiation
About Company
Inside every Virtusan is a spirit defined by the drive to explore new frontiers, an intellectual curiosity, a need to challenge the status quo, and the inspiration to mind the greater good–all while impacting the bottom line. It all adds up to a culture of innovation.
