Quality Manager

Role overview

The Quality Manager will shape and run the quality approach for day-to-day operations. This role is responsible for building the quality framework, ensuring that outputs meet expectations for accuracy, reliability, and compliance, and using performance data to improve processes, reduce risk, and strengthen client satisfaction.

Quality assurance strategy

• Create and implement end-to-end quality systems, including audit processes, sampling methods, and scorecards for performance tracking.
• Set and track quality KPIs and SLAs, review trend data, and initiate corrective steps where performance falls short.
• Own the full quality audit process while ensuring alignment with internal standards and client-specific obligations.

Operational improvement

• Lead continuous improvement efforts such as Lean Six Sigma and Kaizen to simplify workflows and reduce mistakes.
• Use data analysis to identify the underlying causes of quality issues and coordinate with relevant teams to resolve them.
• Maintain accurate SOPs and ensure documentation stays correct across all stages of the project lifecycle.

Team leadership

• Guide and supervise Quality Analysts and Subject Matter Experts.
• Run training programs on quality expectations, tool usage, and consistent evaluation practices.
• Build a culture of ownership and high standards by supporting the team’s growth and development.

Stakeholder management and risk control

• Serve as the main contact for quality escalations and reporting.
• Ensure compliance with data privacy, security, and regulatory requirements.
• Work with Delivery Leads to align quality targets with the project plan and resource requirements.
• Represent the quality function in daily and weekly client calibration discussions.

Experience and technical profile

Applicants should bring 7 to 10+ years of experience in operations, quality assurance, or project management, including 3 to 5 years in a leadership or managerial role. Experience in AI operations, data annotation, content moderation, or other high-volume service delivery environments is preferred.

Strong capability in reporting and visualization tools such as spreadsheets, presentation tools, and Tableau is required, along with a solid analytical approach and experience using workflow management and audit systems.

Preferred background

Experience with process improvement methods like Lean Six Sigma, PMP, or related quality certifications will be considered an advantage. The role also requires excellent verbal and written communication skills, confidence in client-facing discussions, and a proactive approach to solving complex, unclear problems.