Service Quality Manager

Actively Reviewing the Applications

VFS Global

On-site

Posted 3 weeks ago • Apply by June 5, 2026

Job Description

Job Overview

To support the business objectives of driving Service Quality Initiatives across Region/s.

Duties & Responsibilities

Job Description

Govern regional performance across key Service Quality metrics including SLA, Turnaround Time (TAT), VOC and VOM.
Drive Root Cause Analysis (RCA) for performance gaps and ensure robust, effective action plans are defined, implemented, and tracked to closure.
Provide actionable insights from data to support decision-making and continuous improvement.
Drive standardization of quality processes and governance mechanisms within and across regions.
Identify, document, and share best practices across regions to drive consistency and excellence.
Govern and support the rollout of critical Service Quality initiatives globally using strong project management practices, including scope definition, timelines, stakeholder alignment, risk management, and progress tracking.
Design, develop, and implement standardized reporting formats and governance mechanisms to eliminate errors and ensure data integrity.
Manage vendor relationships related to Service Quality initiatives including vendor onboarding, contracting, performance governance.
Support and facilitate roll out of SQ Initiatives Ensure timely reporting of Internal MIS, Ad hoc data/ information & analysis
Act as a quality champion, promoting a customer-first mindset across stakeholders.
Maintain compliance with all quality standards post-certification.
Continuously enhance personal skills and knowledge through relevant training programs, certifications, and learning interventions.

Sustainability

Promote judicious use of natural resources.
Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.

Anti Bribery Management Systems (ABMS)

Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.
Understanding of ethical standards and the importance of integrity in business practices.
Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual.

Education

Graduate/postgraduate or global equivalent degree in the related field.

Experience

5 – 10 years of relevant work experience
Graduate or global equivalent degree in a relevant field.
Certified Six Sigma Green Belt, ISO 9001:2008 certified Lead Auditor certification, Project Management Principles