qa - talent delivery manager.

Our team is a group of talented and dedicated professionals who are passionate about our work and
committed to delivering exceptional results. We are a close-knit group that values collaboration, open
communication, and a supportive work environment. Our team is responsible for recruiting operations
across the globe, and we take pride in the important role we play in achieving the goals of our client's
business. We are a diverse group with a range of skills and backgrounds, and we believe that our
differences make us stronger.

We are committed to fostering a culture of learning and growth, and we encourage each other to take on
new challenges and develop our skills. We believe in working hard and having fun, and we enjoy
celebrating our successes together as a team.

As a Talent Delivery Manager - Quality Auditor you are responsible for leading a team of 12-20 associates
for Quality Audit function you will play a pivotal role in ensuring that business operations meet the highest
standards of quality, compliance, and accuracy. You will be responsible for reviewing and auditing processes,
identifying areas for improvement, and implementing corrective actions to ensure adherence to organizational
standards and regulatory requirements. This role requires strong attention to detail, analytical skills, and a
commitment to maintaining consistent quality across all processes.
As a delivery manager, you’ll develop strategies necessary to meet the client’s expectations based on agreed
SLAs. You will monitor and assist your team in a matrix-based environment to ensure the maximum
productivity, and on-time completion of targets and goals. You’re also responsible to develop and maintain a
positive working relationship with the client.

Key Responsibilities:
1. Team Leadership & Supervision:
○ Lead, supervise, and mentor a team of Quality Auditors, fostering a collaborative and
high-performance culture.
○ Conduct regular team meetings, performance reviews, and ensure ongoing development and
training of team members.
○ Assign tasks, set team goals, and monitor the completion of audits to ensure timely delivery and
adherence to quality standards.
2. Quality Auditing & Audit Management:
○ Oversee the planning, execution, and reporting of quality audits, ensuring they align with the
company's quality assurance objectives.
○ Develop and implement audit strategies that ensure compliance with industry standards and
regulatory requirements.
○ Review and approve audit reports, ensuring accuracy, thoroughness, and actionable insights.
3. Client Engagement & Relationship Management:
○ Serve as the primary point of contact for clients concerning audit-related matters.
○ Manage client expectations, ensuring clear communication of audit results, process
improvements, and quality-related issues.
○ Build and maintain strong relationships with clients, addressing concerns and ensuring
satisfaction with service delivery.
4. Conflict Resolution & Problem Solving:
○ Handle and resolve internal and external conflicts related to audit findings, client concerns, or
team dynamics.
○ Mediate disputes and implement conflict resolution strategies that ensure positive outcomes
while maintaining service quality.
○ Proactively address potential risks or issues, ensuring smooth operations and delivery of
high-quality audits.
5. Operational Excellence & Continuous Improvement:
○ Identify process gaps and areas for improvement within the quality audit framework, driving
initiatives to enhance efficiency and effectiveness.
○ Implement continuous improvement strategies using data-driven analysis and industry best
practices.
○ Ensure audit processes align with company objectives and contribute to overall service
excellence.
6. Data Analysis & Reporting:
○ Analyze audit data to identify trends, recurring issues, and areas requiring corrective action.
○ Prepare and present audit results, KPIs, and improvement recommendations to senior
management and clients.
○ Use metrics to measure team performance and make informed decisions regarding resource
allocation and process changes.
7. Stakeholder Collaboration:
○ Collaborate closely with cross-functional teams (Operations, Compliance, Client Services) to
align audit activities with business objectives.
○ Provide input on quality improvement initiatives and ensure that auditing feedback is integrated
into operational processes.

Key Qualifications & Skills:

● Education & Experience:
○ Bachelor’s degree in Quality Assurance, Business Administration, Operations Management, or
related field.
○ 5+ years of experience in Quality Auditing or Quality Management, with 3+ years in a
supervisory or management role.
○ Strong background in audit management, client engagement, and conflict resolution.
● Technical Skills:
○ Proficient in quality auditing tools, methodologies, and software (e.g., ISO, Six Sigma, Lean).
○ Experience in audit management and client relationship management systems.
● Leadership & Management Skills:
○ Proven experience leading teams with a strong focus on performance management, coaching,
and development.
○ Strong conflict resolution skills with the ability to handle complex situations diplomatically and
professionally.
● Client Management & Communication Skills:
○ Excellent interpersonal and communication skills, capable of managing client expectations and
fostering positive relationships.
○ Ability to present audit findings and strategic insights in a clear, concise manner to stakeholders
at all levels.
Key Competencies:
● Audit Management Expertise: In-depth knowledge of auditing processes, regulatory requirements,
and quality standards.
● Conflict Resolution: Skilled in handling and resolving conflicts within teams and with clients.
● Client-Centric Approach: Focused on building strong relationships and delivering superior service to
clients.
● Operational Excellence: Committed to driving continuous improvements in processes and quality
outcomes.
● Leadership & Team Building: Ability to motivate and develop teams, driving a culture of collaboration
and excellence.
● Strong Communication: Ability to communicate complex ideas and findings clearly to both technical
and non-technical audiences.

Nature of Job and Reporting:
● Client-Facing Role: Engage with clients and stakeholders to ensure quality standards are met.
● Remote : Involvement in working closely with global teams across regions (APAC, NAM, EMEA).
● Reporting To: Director/Sr. Director of Client Delivery.

what’s in it for you
● Join a global market leader in HR services with industry recognition
● Join a diverse and inclusive workplace
● Join a company with a wide range of learning, development and advancement opportunities
● Join a company that offers a great work/life balance
● Join a company with proven processes and high-output technology to create efficiency
Click here to know more about us -https://www.youtube.com/watch?v=thwl6lODI1Q&t=14s