Group Manager - Transactional Quality - 5+ Years - Mumbai

Location: Mumbai
Discipline: Quality Control / Quality Assurance / SQE
Job type: Permanent
Contact name: Divya Sethi

Contact email: divya.sethi@crescendogroup.in
Job ref: 68166
Published: 8 days ago

Group Manager - Transactional Quality - 5+ Years - Mumbai

An exciting opportunity for an experienced Quality professional to lead transactional quality operations for global finance processes. You’ll drive process excellence, lead a team of quality analysts and managers, and spearhead initiatives in continuous improvement, compliance, and client engagement.

Location – Mumbai

Your Future Employer – A trusted global partner in business services and process excellence.

Responsibilities:

  1. Lead and mentor a team of 8–10 Quality Analysts and Assistant/Deputy Managers.
  2. Drive adherence to SLAs and minimize errors/customer complaints using QDNA tools like Brainwaves and Kaizen.
  3. Conduct calibrations, risk reviews, and ensure FMEA and compliance practices are in place.
  4. Conceptualize and implement process improvement projects and share best practices across teams.
  5. Create dashboards, monitor VOC/NPS/CSAT metrics, and lead stakeholder meetings and client interactions.

Requirements:

  1. Graduate/Postgraduate with excellent communication and presentation skills.
  2. Green Belt certified (preferred); exposure to quality frameworks such as FMEA, SPC.
  3. 5–8 years of experience in a quality setup for F&A (GL/AP/AR) or voice/back office/blended processes.
  4. Hands-on experience working in a BPM/KPO/Captive/Contact Centre environment.
  5. Proven ability to lead quality initiatives, work across cross-functional teams, and deliver process improvements.

What’s in it for you:

  • Work in a performance-driven environment with clear growth visibility.
  • Be a key contributor to operational excellence and digital quality transformation.
  • Collaborate with global stakeholders and develop leadership capabilities.

Reach us – If you think this role aligns with your career aspirations, kindly write an email along with your updated CV to divya.sethi@crescendogroup.in for a confidential discussion on the role.

Disclaimer –We are an equal opportunity employer and are committed to fostering a diverse and inclusive workplace.

Note – We receive a large number of applications daily; if you do not hear back from us within one week, please assume that your application has not been shortlisted. We appreciate your patience.

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