Quality Manager

Role Overview

The Quality Manager will spearhead the design, implementation, and supervision of quality strategies aimed at ensuring project deliverables uphold exemplary accuracy, dependability, and regulatory adherence. This role is pivotal in bridging operational execution with strategic advancements in quality, leveraging data analytics to optimize workflows, reduce risks, and improve client satisfaction.

Primary Duties

• Develop and implement extensive quality assurance frameworks, including audits, sampling protocols, and performance scorecards.
• Define clear Quality KPIs and service level agreements; continuously analyze performance data to identify deficiencies and apply necessary corrections.
• Manage the full Quality Audit process, ensuring observance of company policies and client-specific compliance standards.
• Champion continuous improvement initiatives such as Lean Six Sigma and Kaizen to enhance processes and minimize errors.
• Use data-driven analytics to identify root causes of quality issues and lead collaborative efforts to resolve them.
• Maintain accurate and comprehensive Standard Operating Procedures throughout all project phases.
• Guide and mentor Quality Analysts and Subject Matter Experts, promoting training on quality standards, tools, and evaluation uniformity.
• Foster a culture of responsibility and excellence by encouraging ongoing professional growth within the team.
• Serve as the main contact for quality escalations and reports.
• Ensure compliance with data privacy, security, and relevant regulations.
• Collaborate with Delivery Leads to align quality objectives with project scheduling and resource allocation.
• Lead daily and weekly calibration sessions with clients to ensure quality alignment.

Required Qualifications

• 7 to 10+ years’ experience in Operations, Quality Assurance, or Project Management roles.
• At least 3 to 5 years in leadership positions managing teams such as Team Leads or QA Analysts.
• Demonstrated work in AI operations, data annotation, content moderation, or other large-scale service delivery sectors.
• Advanced skills in data visualization and reporting platforms like spreadsheets, slides, and Tableau.
• Strong analytical capabilities to convert complex datasets into concrete operational strategies.
• Experience with workflow and audit management tools.

Preferred Skills & Certifications

• Experience with process enhancements methodologies including Lean Six Sigma, PMP, or equivalent quality control certifications.
• Excellent verbal and written communication skills for effective cross-team engagement and client interactions.
• A proactive and solution-oriented approach to managing ambiguous project requirements.