Total Quality Management Lead

About the role

Avetium Technologies Ltd is seeking a Total Quality Management Lead to develop and execute the company’s TQM strategy. You will oversee quality standards across all business units and client accounts, driving continuous improvement in a fast‑paced BPO environment.

Key responsibilities

• Design, implement and monitor the organization’s Total Quality Management strategy and quality standards.
• Lead quality assurance, process improvement and compliance initiatives to boost operational performance.
• Analyse quality metrics, identify trends and execute corrective and preventive actions.
• Conduct quality audits ensuring compliance with client requirements, regulatory standards and internal policies.
• Collaborate with Operations, Training, Workforce Management and HR to enhance service quality and employee performance.
• Prepare and present quality performance reports, insights and recommendations to senior management.
• Lead root‑cause analysis and implement solutions that improve customer experience and efficiency.
• Promote a culture of quality, accountability and continuous improvement throughout the organization.

Required profile

• Bachelor’s degree in Business Administration, Quality Management, Industrial Engineering, Operations Management or a related field.
• Minimum 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.
• Professional certifications such as ISO 9001 Lead Auditor, Lean Six Sigma Green Belt or Black Belt are an advantage.
• Strong knowledge of Quality Management Systems, process improvement methodologies and performance management.

Required skills

• Proficiency with Microsoft Office Suite.
• Experience using quality reporting tools.
• Familiarity with business intelligence platforms.