Senior Manager-Quality

Key Responsibilities

• Collaborate with stakeholders to develop and implement processes across BPM and IT engagements.
• Understand project scope, client quality requirements, and contractual commitments to ensure alignment with delivery expectations.
• Facilitate Project Kick-Off meetings using standardized governance frameworks.
• Aid Project Managers in defining project-specific processes, guidelines, and quality systems.
• Align project goals with business and client objectives.
• Analyze cross-functional dependencies to ensure seamless execution.
• Develop KPI-driven reports and dashboards to support business decisions.
• Partner with leadership teams to improve process effectiveness and governance maturity.

Quality Assurance & Compliance

• Develop and implement Software Quality Assurance (SQA) Plans, review strategies, and compliance frameworks.
• Ensure adherence to defined processes through structured reviews aligned with the SQA Plan.
• Conduct process audits, project health checks, and compliance assessments.
• Support internal and external audits and ensure timely closure of audit findings and non-conformances.
• Maintain and govern CMMI compliance trackers for audit readiness.
• Prepare audit, compliance, and governance reports aligned with Risk Assurance frameworks.
• Drive compliance with CMMI, ISO, Agile, and organizational quality standards.
• Lead RCA, CAPA, CAR, and Defect Prevention initiatives.

SLA Governance & Client Management

• Ensure contractual SLA compliance and accurate reporting through dashboards and governance mechanisms.
• Participate in client calibration and governance sessions.
• Provide Root Cause Analysis (RCA) and corrective action plans for service level deviations.
• Monitor SLA performance, contractual obligations, and operational commitments.
• Audit billing rates, Cost of Living Adjustments (COLA), service credits, and penalty clauses where applicable.
• Track and drive corrective actions to maintain process stability and performance.

Continuous Improvement & Operational Excellence

• Collect and analyze customer complaints, escalations, and stakeholder feedback.
• Lead continuous improvement initiatives using Lean, Six Sigma, and quality methodologies.
• Drive corrective and preventive action programs based on performance trends and stakeholder feedback.
• Conduct process evaluations and recommend improvement opportunities.
• Capture lessons learned and contribute to organizational knowledge repositories.
• Support enterprise-wide initiatives focused on quality, productivity, and operational excellence.

Project Monitoring & Reporting

• Monitor project performance using defined KPIs and governance measures.
• Publish periodic performance, compliance, audit, and governance reports.
• Analyze quality and productivity metrics to identify risks and performance gaps.
• Present findings and recommendations to project teams, management, and clients.
• Support preparation and submission of project performance reports within established timelines.

Risk & Change Management

• Support risk identification, mitigation planning, and governance reviews.
• Participate in Change Control Board (CCB) reviews and approval processes.
• Ensure project readiness through release acceptance reviews and compliance checkpoints.
• Track risk mitigation actions and support audit readiness initiatives.

Training & Capability Building

• Conduct training sessions on CMMI, quality standards, governance frameworks, FAR, and compliance requirements.
• Promote awareness of organizational process standards and best practices.
• Facilitate governance forums and team discussions focused on process maturity and continuous improvement.
• Mentor project teams on quality management practices and compliance expectations.

AI & Automation Initiatives

• Lead and support AI and automation initiatives to enhance productivity, reporting, and process maturity.
• Identify opportunities to automate quality and governance activities.
• Promote adoption of innovative tools and technologies across quality management functions.