About this role
The Manager – Quality Excellence is responsible for defining, governing, and driving the overall quality strategy across operations. This role leads quality frameworks, audit governance, calibration processes, and performance reporting to ensure consistent service delivery and client compliance. The Manager partners closely with onshore stakeholders, Operations, Training, and Business leaders to improve customer experience and operational effectiveness. The role requires strong leadership, analytical expertise, and stakeholder management to influence quality outcomes at scale. The incumbent also drives continuous improvement, risk mitigation, and quality transformation initiatives.