Total Quality Management Lead

About the role

Develop and implement the organization’s Total Quality Management (TQM) strategy and quality standards. Monitor and improve quality performance across all business units and client accounts.

Key responsibilities

• Lead quality assurance, process improvement, and compliance initiatives to enhance operational performance.
• Analyze quality metrics, identify trends, and implement corrective and preventive actions.
• Conduct quality audits and ensure compliance with client requirements, regulatory standards, and internal policies.
• Collaborate with Operations, Training, Workforce Management, and HR to improve service quality and employee performance.
• Drive continuous improvement initiatives using quality management methodologies and best practices.
• Prepare and present quality performance reports, insights, and recommendations to management.
• Lead root cause analysis and implement solutions to improve customer experience and operational efficiency.
• Promote a culture of quality, accountability, and continuous improvement across the organization.

Required profile

• Bachelor’s degree in Business Administration, Quality Management, Industrial Engineering, Operations Management, or a related field.
• Professional certifications such as ISO 9001 Lead Auditor or Lean Six Sigma (Green Belt/Black Belt) are an advantage.
• Minimum of 5 years of experience in Quality Assurance, Quality Management, or Continuous Improvement, with at least 2 years in a leadership role within a BPO or contact‑center environment.
• Strong knowledge of Quality Management Systems, process‑improvement methodologies, and performance management.
• Experience conducting quality audits, root‑cause analysis, and implementing corrective actions.

Required skills

• Microsoft Office Suite
• Quality reporting tools
• Business intelligence platforms