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KPO Quality Manager- Deal Ops
Job description
Role Objective:
Own the QA governance framework, drive strategic improvements, and ensure QA operations align with business goals of quality, risk reduction, and efficiency.
Key Responsibilities:
Define and implement the QA framework across Order Management Product Fulfilment processes.
Own SLA/KPI delivery (Accuracy %, FPY, Error Leakage, RCA Closure).
Establish governance cadence with client stakeholders (Adhoc, daily, weekly and Monthly reviews along with RCA).
Proficiency in QA methodologies such as 7 QC tools, SWOT analysis, continuous improvement framework, error rubrics, and sampling strategies.
Drive automation initiatives in QA workflows using Google tools.
Lead root cause analysis of systemic errors and oversee Preventive and corrective action plans.
Manage resource planning, performance reviews, and career development for QA team.
Benchmark industry best practices and embed continuous improvement.
Present QA performance and improvement roadmap to senior stakeholders.
Skills & Qualifications:
BachelorMaste degree in Business, Operations, or Technology.
8 12 years of experience in Quality Management (BPO/KPO/Order Management), 2- 4 years as quality manager.
Strong expertise in governance, SLA management, and RCA frameworks.
xcellent leadership, Mentoring, stakeholder management, and presentation skills.
Ability to drive cross-functional collaboration and process transformation.
Exposure to automation, data analytics, and compliance management tools.
Proficiency in six sigma green belt methodologies.
Qualification
JOB DESCRIPTION
Skill – Quality Manager – Deal Ops - KPO
Role / Tier: - Quality Manager – Deal Ops KPO / Tier 1
Role Objective:
Own the QA governance framework, drive strategic improvements, and ensure QA operations align with business goals of quality, risk reduction, and efficiency.
Key Responsibilities:
Define and implement the QA framework across Order Management Product Fulfilment processes.
Own SLA/KPI delivery (Accuracy %, FPY, Error Leakage, RCA Closure).
Establish governance cadence with client stakeholders (Adhoc, daily, weekly and Monthly reviews along with RCA).
Proficiency in QA methodologies such as 7 QC tools, SWOT analysis, continuous improvement framework, error rubrics, and sampling strategies.
Drive automation initiatives in QA workflows using Google tools.
Lead root cause analysis of systemic errors and oversee Preventive and corrective action plans.
Skills & Qualifications:
Bachelor’s /Masters degree in Business, Operations, or Technology.
8 - 12 years of experience in Quality Management (BPO/KPO/Order Management), 2- 4 years as quality manager.
Strong expertise in governance, SLA management, and RCA frameworks.
Excellent leadership, Mentoring, stakeholder management, and presentation skills.
Ability to drive cross-functional collaboration and process transformation.
Exposure to automation, data analytics, and compliance management tools.
Proficiency in six sigma green belt methodologies.
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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