Manager I, Quality
Core
Lead the engagement, managing client relationships, quality performance, RCA insights, dispute governance, policy recommendations, and business reviews.
Role type
Manager I, Quality (Consultative Leadership)
Builds
Quality programs, actionable improvement plans, and operational controls for client engagements
Domain
Business Services / Customer Engagement / Quality Assurance
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Client leadership, stakeholder management, executive communication, advanced root cause analysis (RCA), performance deep dives, policy interpretation, dispute management, team leadership, cross-functional collaboration, strategic planning
Preferred skills
Six Sigma Green Belt / Black Belt
Technologies
RCA frameworks, calibration tools, dispute management systems
Responsibilities
Own overall delivery and governance of the Quality program; Serve as the primary quality leader for client engagements, reviews, and governance forums; Lead discussions with stakeholders on performance trends, recurring issues, dispute outcomes, quality risks, and strategic recommendations; Conduct exec-level performance deep dives and convert insights into actionable improvement plans; Govern quality audits, calibrations, RCA frameworks, and dispute management processes; Review complex cases, escalations, and overturn analyses to identify systemic issues and improvement opportunities; Provide recommendations on policy interpretation, workflow improvements, training effectiveness, and operational controls; Identify quality risks before they impact business performance and proactively recommend mitigation strategies; Drive alignment across Operations, Training, WFM, Policy, Product, and Client teams; Lead QTLs and Analysts to ensure high-quality outputs, strong analytical rigor, and consistent client experience; Build and maintain a culture focused on critical thinking, investigation quality, data-driven decision making, and continuous improvement
Seniority
Manager I, hands-on leadership with strategic oversight
