Senior Manager - Quality Management

About the role

Bosch Service Solutions, a division of Bosch Global Software Technologies Private Limited, is looking for an experienced leader to establish and lead its Quality Management function. The Senior Manager - Quality Management will design, develop and implement a comprehensive quality assurance framework for service delivery operations, set quality standards and metrics, and build a team of Quality Assurance professionals.

Key responsibilities

• Design and implement a robust Quality Assurance management framework across all service portfolios, including quality standards, metrics and measurement methodologies.
• Develop policies and best practices to improve service delivery quality.
• Oversee quality control measures, conduct regular audits and reviews, and use findings to drive training needs analysis and capability-building.
• Build, hire, train and manage a QA team, define roles and performance goals, and promote a culture of quality and continuous improvement.
• Partner with operations, training and service delivery teams, advise senior leadership on quality strategy, and collaborate with customers on quality expectations.
• Monitor quality trends, stay updated on industry best practices, and use data analytics to drive decisions.

Required profile

• Bachelor's degree in Business Administration, Engineering or a related field; advanced degree preferred.
• 12+ years of experience in quality assurance or quality management roles in the services industry, with a track record of building and leading QA functions.
• Proven ability to manage large-scale quality control activities and deliver measurable improvements.
• Experience in training needs analysis and integrating quality findings into training programs.
• Strong leadership, team-building, analytical, problem-solving and communication skills.

Required skills

• Expertise in designing and implementing quality frameworks, metrics and standards.
• Preferred: knowledge of automation tools, RPA or GenAI solutions.