Director, Quality Assurance - HYD | Trust & Safety
TP
3 hours ago
Full-time
On-site
Hyderabad, Telangana, India
Director
Shape the Future with TP
Welcome to TP, a global leader in AI-powered digital business services where technology meets human empathy. Generating over €10 billion in annual revenue and backed by a global team of nearly 500,000 passionate experts, we partner with the world’s most iconic brands across nearly 100 countries in over 300 languages. By combining advanced artificial intelligence, proprietary technology, and high-touch human care, we redefine digital customer experience, process automation, and enterprise solutions.
As a certified Great Place to Work® across almost 100 countries, our foundation is built on an inclusive culture and a genuine sense of belonging. Whether you are driving digital transformation, elevating client success, or building cutting-edge solutions, your talent is the key to unlocking what’s next.
Why This Role Matters
The Director — Quality will lead enterprise Quality operations across HYD sites, driving learning excellence, operational consistency, and business impact for global clients. This role is responsible for building scalable Quality frameworks, developing high-performing teams, partnering with operations and clients, and using data-driven insights to enhance performance, quality, and customer experience.
How You Will Make An Impact
By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.
Culture & Belonging
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
Welcome to TP, a global leader in AI-powered digital business services where technology meets human empathy. Generating over €10 billion in annual revenue and backed by a global team of nearly 500,000 passionate experts, we partner with the world’s most iconic brands across nearly 100 countries in over 300 languages. By combining advanced artificial intelligence, proprietary technology, and high-touch human care, we redefine digital customer experience, process automation, and enterprise solutions.
As a certified Great Place to Work® across almost 100 countries, our foundation is built on an inclusive culture and a genuine sense of belonging. Whether you are driving digital transformation, elevating client success, or building cutting-edge solutions, your talent is the key to unlocking what’s next.
Why This Role Matters
The Director — Quality will lead enterprise Quality operations across HYD sites, driving learning excellence, operational consistency, and business impact for global clients. This role is responsible for building scalable Quality frameworks, developing high-performing teams, partnering with operations and clients, and using data-driven insights to enhance performance, quality, and customer experience.
How You Will Make An Impact
- Led Quality operations across multiple sites, ensuring consistent delivery, and measurable business results.
- Someone who has customer service experience, analytics experience, on COMO, Trust and Safety and Voice based programme/Back office
- Preferred with six sigma/Green Belt would be an add on, with 10-12 years of experience.
- Designed and implemented Quality programs using blended learning methods to meet client and business need.
- Worked with global stakeholders to standardize training, align policies, and improve performance using data and feedback.
- Oversaw quality and service delivery across multiple client accounts, driving continuous improvement and operational excellence. Doman Expertise:- COMO, Trust & Safety and Voice based programme/Back office.
- Graduate with 12+ years of experience in the BPO/, on COMO, Trust and Safety and Voice based programme/Back office, including significant experience leading large-scale quality functions.
- Demonstrated success in leading large quality teams supporting operations of 3,000+ FTEs with multiple direct reports.
- Strong expertise in quality strategy, instructional design, learning operations, and performance management.
- Experience working with global stakeholders and driving cross-functional collaboration.
- Strong analytical, communication, presentation, and stakeholder management skills.
- Six Sigma Green Belt or Black Belt certification preferred.
- Ability to lead multiple priorities, drive continuous improvement, and deliver results in a fast-paced environment.
- Experience with data-driven decision-making, training metrics, and learning effectiveness measurement is highly preferred.
By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.
Culture & Belonging
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.