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Full-time
Quality Manager Job at iSON Xperiences
iSON Xperiences
Job Description
The Manager Quality is responsible for leading the design, implementation, and oversight of quality frameworks across a multi-country BPO environment. This role governs quality operations across Regional Business Units, The role includes oversight of all service lines—Voice, Non-Voice, Chat, Back-office, Social Media, and Outbound. The individual will build a regionally consistent Quality Management System (QMS), ensure compliance with international and client-specific standards, and drive quality performance through structured improvement methods. Six Sigma Green Belt certification is required to ensure excellence in data-led quality governance and risk management.
Duties, Roles and Responsibilities
- Define and lead the regional quality strategy, deploying a harmonized governance framework aligned to business and client objectives across all verticals.
- Oversee ISO 9001-aligned QMS implementation and compliance, ensuring strong audit management, documentation control, and organization-wide adherence to defined procedures.
- Drive performance excellence through data-led insights, monitoring KPIs, delivering executive dashboards, addressing underperformance, and embedding Lean and Six Sigma continuous improvement initiatives.
- Strengthen risk and fraud governance, implementing mitigation protocols, maintaining risk registers, conducting RCA-led interventions, and partnering with Compliance and Security teams.
- Build high-performing quality leadership capability, developing regional/site quality managers, enhancing certifications, and serving as the primary quality interface during client governance reviews and audits.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Qualified candidates should submit an application letter, resume with contacts of three (3) professional referees and copies of all relevant academic documents as ONE PDF FILE to recruitmentug@isonxperiences.com by 5:00pm on 25th March 2026. Clearly indicate the position you are applying for as Manager Quality in the email subject. Only shortlisted candidates will be contacted.
Deadline: 25th March 2026
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