Assistant Manager

### Job Title: Assistant Manager – Quality - Delivery
Excellence

Job Description

· Drive
Transactional Quality governance and customer-focused quality programs across
multiple processes.

· Lead
DHL (Design for Human in the Loop) initiatives, pilot programs, and process
change implementations from design to deployment.

· Strengthen
quality frameworks through data-driven decision-making, root cause analysis,
and continuous improvement practices.

· Ensure
operational excellence by improving accuracy, compliance, and customer
experience.

· Partner
with Operations, Analytics, Training, and Client stakeholders to achieve
business and quality objectives.

· Promote
a culture of quality, accountability, and continuous improvement across teams.

Key Roles & Responsibilities:

- · Lead
and manage Quality Analysts, Team Leaders, and quality governance activities
across assigned programs.
· Conduct
regular reviews, huddles, and governance meetings to align teams on quality
objectives, performance, and process updates.
· Ensure
adherence to quality frameworks, audit standards, compliance requirements, and
customer expectations.
· Drive
calibration governance, dispute management, and consistent interpretation of
quality standards.
· Oversee
transaction monitoring activities and ensure timely completion of audits with
high accuracy.
· Analyze
quality performance trends and identify opportunities for process improvement.
· Conduct
deep-dive analyses on Bottom Quartile (BQ) populations and develop targeted
improvement plans.
· Review
and approve RCA and CAPA actions for critical quality gaps.
· Partner
with Training teams to identify learning needs and drive focused coaching
interventions.
· Drive
initiatives to improve FTR, Internal Quality, External Quality, Productivity,
and Compliance metrics.
· Lead
end-to-end Proof of Concept (POC) and pilot implementation activities.
· Design
pilot methodologies, workflows, review structures, and performance measurement
frameworks.
· Define
success criteria, quality metrics, error classifications, and reporting
mechanisms for pilots.
· Conduct
pilot reviews, identify edge cases, document findings, and share
recommendations with stakeholders.
· Collaborate
with clients and internal stakeholders for process updates, validation, and
implementation approvals.
· Ensure
smooth transition of successful pilots into Business-as-Usual (BAU) operations.
· Develop
and present Weekly Business Reviews (WBR), Monthly Business Reviews (MBR),
Quality Dashboards, MIS reports, and governance presentations.
· Monitor
quality, productivity, and operational metrics through robust reporting
mechanisms.
· Translate
data into actionable insights and recommendations for leadership and business
stakeholders.
· Partner
with Analytics teams to enhance reporting frameworks and drive data-backed
decision-making.
· Apply
Lean and Six Sigma methodologies to improve transaction quality and operational
effectiveness.
· Identify
automation opportunities and implement innovative solutions to improve
efficiency and governance.
· Collaborate
with Operations, Training, Analytics, Technology, and Client teams to drive
business outcomes.
· Lead
customer reviews, governance discussions, and quality performance
presentations.
· Mentor
and coach team members to build quality management and analytical capabilities.
· Drive
recognition programs that encourage innovation, ownership, and continuous
improvement.

Requirements

Eligibility Criteria

- · Minimum
5-8 years of experience in Quality, Quality Assurance, Audit, Governance, or
Operational Excellence Functions with at least 2 years in a people management
role.
· Bachelor's
degree in any discipline.
· Proven
experience in Transactional Quality Management and stakeholder handling.
· Experience
in managing Proof of Concepts, pilot programs, process transitions, or change
implementations.
· Strong
knowledge of quality management systems, RCA, CAPA, calibration, and governance
practices.
· Proficiency
in data analysis, dashboard creation, MIS reporting, and process performance
management.
· Excellent
communication, presentation, and client management skills.
· Strong
analytical thinking, problem-solving, and decision-making capabilities.
· Demonstrated
ability to influence stakeholders and drive cross-functional initiatives.
· Work
location: Mysore | 6 Days Working in a Week
· General
shift with flexibility to support business and client requirements.