Job Title

We are looking for a dynamic and seasoned professional to lead the Transactional Quality function for the CMT vertical. The ideal candidate will be responsible for driving operational excellence through quality frameworks, continuous improvement initiatives, and robust governance practices. The role demands strong stakeholder management, analytics-driven insights, and a deep understanding of quality tools & techniques to elevate service delivery and customer experience.Key Responsibilities:- Lead end-to-end Transactional Quality for multiple accounts within the CMT vertical. - Drive process excellence using Lean, Six Sigma, and RCA methodologies. - Own the Quality Framework – manage sampling strategies, audit methodology, calibration, and error management. - Build and maintain performance dashboards and publish actionable insights for operations and client stakeholders. - Partner with operations to identify and implement improvement opportunities based on error trends and voice-of-customer (VOC). - Design and deliver quality training programs to upskill teams on quality frameworks and client-specific guidelines. - Conduct Quality Assurance (QA) health checks and internal compliance audits regularly. - Manage a team of Quality Analysts and ensure performance meets/exceeds internal and client benchmarks. - Drive continuous improvement projects across transactional processes to improve accuracy, efficiency, and compliance. - Liaise with clients and internal stakeholders to review SLAs, calibrations, and feedback loops. - Ensure adherence to all regulatory and data security requirements (ISO, SOC, GDPR etc.)Required Skills & Competencies:- 12+ years of overall experience with a minimum of 5+ years in a leadership quality role in BPO/KPO environments. - Strong exposure to the CMT domain with proven success in managing quality for telecom/media/technology clients. - In-depth knowledge of quality methodologies (Lean, Six Sigma, COPC, etc.) - Certified Six Sigma Green Belt / Black Belt preferred.