Associate Vice President Quality

Job Description: AVP - Quality
Position: AVP - Quality
Location: ICCS, Mumbai

Job Summary:
ICCS is looking for a dynamic and experienced Assistant Vice President – Quality to lead
and drive quality initiatives across business processes. The incumbent will be responsible for
ensuring process excellence, driving quality frameworks, and implementing best practices to
enhance operational efficiency and customer satisfaction.
Key Responsibilities:
ï‚• Develop and implement quality strategies, policies, and frameworks to enhance
business performance.
ï‚• Oversee quality assurance and process improvement initiatives across various
business verticals.
ï‚• Ensure compliance with industry standards, regulatory requirements, and client
expectations.
ï‚• Lead Six Sigma, Lean, and other quality methodologies to drive continuous
improvement.
ï‚• Establish KPIs and quality metrics to measure performance and efficiency.
ï‚• Collaborate with cross-functional teams to enhance service delivery and customer
experience.
ï‚• Conduct regular audits, identify process gaps, and implement corrective action plans.
ï‚• Train and mentor quality teams to build a culture of continuous improvement.
ï‚• Drive automation and technology adoption to optimize quality processes.
ï‚• Handle client escalations and drive root cause analysis for service improvements.

Required Qualifications & Skills:
ï‚• Experience: 12+ years in Quality Management within the BPO/ITES industry.
ï‚• Education: Bachelor’s/Master’s degree in Business Administration, Quality
Management, or a related field.
ï‚• Certifications: Six Sigma Black Belt/Green Belt preferred.
ï‚• Strong knowledge of ISO standards, COPC, and other quality frameworks.
ï‚• Excellent leadership, analytical, and problem-solving skills.
ï‚• Strong stakeholder management and ability to drive change initiatives.
ï‚• Experience in handling large teams and multiple clients.
ï‚• Excellent communication and presentation skills.