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.