Quality Operations Manager

ACG_3649_JOB Our client is a global technology-enabled service provider specializing in AI-powered image post-production solutions. With an international workforce and operations across multiple countries, the company supports leading global brands by delivering consistent, scalable, and high-quality services. The organization values data-driven decision-making, genuine relationships, accountability, continuous improvement, and ownership. The Role The Quality Assurance Manager will own and scale the company’s Quality Assurance Framework, ensuring consistent, high-quality delivery across products, clients, and operational teams. The role will transform QA from a reactive support function into a proactive, centralized quality management function. Key priorities include establishing standards, strengthening accountability, improving operational efficiency, and supporting scalable business growth. Key Responsibilities Quality Standards and Compliance Define, implement, and enforce quality standards, SOPs, and internal SLAs. Ensure consistent quality processes across all services and products, including AI-enabled solutions. Lead quality audits and cross-functional alignment. Act as the central authority for quality standards and compliance. Quality Management and Continuous Improvement Design, implement, and scale an end-to-end Quality Management Framework. Establish and manage quality performance metrics. Analyze operational data to identify root causes, recurring issues, and improvement opportunities. Partner with Production and Operations teams to implement continuous improvement initiatives. Issue and Escalation Management Own the quality issue management and escalation framework. Lead cross-functional resolution of complex quality issues. Ensure corrective and preventive actions are implemented, monitored, and completed. Reduce recurring escalations and resolution times. Key Account Quality Management Oversee quality performance for enterprise and strategic accounts. Translate customer expectations into measurable quality standards. Ensure production output consistently meets account-specific requirements. Support customer satisfaction, retention, and account expansion. Team Leadership and Capability Development Lead, structure, and develop the QA team. Manage performance, responsibilities, and ways of working. Build a quality culture centered on ownership, accountability, speed, and continuous improvement. Coach team members and strengthen quality capabilities across operational teams. Requirements Essential At least 5–7 years of experience in Quality Management or QA leadership. Experience working across multiple complex industries. Proven experience building or scaling a Quality Management System. Strong track record of driving cross-functional change and process standardization. Experience improving quality performance in complex operational environments. Experience working directly with customers and translating requirements into quality standards. Business-level English communication skills. Strong analytical, problem-solving, and data-driven decision-making abilities. Ability to adapt quickly to new industries, products, and operational models. Strong leadership presence and ability to influence stakeholders at different seniority levels. Comfortable working in a fast-paced, high-growth environment. Preferred Six Sigma, Lean, or a similar process improvement certification. Hands-on experience applying structured problem-solving and continuous improvement methodologies. Measures of Success QA operates as a proactive and centralized quality function. Quality standards are clearly defined and consistently enforced across teams and products. Higher customer satisfaction. Improved first-time approval rates. Fewer recurring escalations and shorter resolution times. Reduced production rework and improved operational efficiency. Greater ownership and reduced dependency on commercial teams for service delivery.