Quality and Process Improvement Manager (BPO Operations)

About the position

A global operations environment is looking for a mid-level leader to take ownership of quality assurance and service excellence across transactional processes. This role combines team leadership, quality oversight, and continuous improvement, with a strong focus on ensuring consistent delivery standards across both onshore and offshore teams.

This role is suited to a service excellence professional that has built their career around improving quality, driving process efficiency, and leading teams in high-volume environments. In addition, this role would suit someone who is comfortable working in structured, performance-driven environments and has a strong focus on both people leadership and process excellence.

Key responsibilities include:

• Leading and managing quality assurance teams, including oversight of both local and offshore review functions
• Monitoring audit outputs to ensure consistent quality, accuracy, and production standards
• Developing and implementing quality frameworks for transactional processes
• Conducting audits, reviews, and sampling to ensure compliance and performance standards are met
• Tracking key metrics such as accuracy, turnaround time, and adherence to guidelines
• Analysing root causes of errors and driving corrective and preventative actions
• Partnering with cross-functional teams to streamline workflows and improve efficiency
• Supporting the adoption of automation and digital tools to enhance quality outcomes
• Designing and delivering training initiatives to improve awareness of quality standards
• Coaching and mentoring team members on best practices and continuous improvement
• Engaging with stakeholders to align quality objectives with broader business goals
• Preparing and presenting reports, dashboards, and insights to senior leadership
• Acting as a link between operations and compliance or regulatory functions
• Ensuring adherence to internal policies, regulatory requirements, and data standards
• Identifying risks within processes and implementing mitigation strategies

Key requirements:

• A relevant degree in business, finance, operations, or a related field (postgraduate advantageous)
• At least 3-to-4 years' experience in quality management within a transactional or back-office environment, ideally in a BPO setting
• Proven experience leading process improvement or transformation initiatives with measurable impact
• Exposure to Lean or Six Sigma methodologies, with certification (Black Belt) being advantageous
• Experience mentoring improvement projects or initiatives
• Strong analytical thinking and the ability to work through ambiguity
• Confidence presenting to senior stakeholders and communicating insights clearly
• Exposure to multiple client environments and operational setups
• Industry exposure within insurance or similar regulated environments would be beneficial

Desired Skills:

• Quality Assurance
• Process Improvement
• Service Excellence
• Lean Six Sigma
• BPO Operations
• Continuous Improvement
• Operational Excellence

Desired Work Experience:

• 2 to 5 years

Desired Qualification Level:

• Degree