Black Box

End-to-end digital infrastructure and IT services

QC Manager - Service Delivery

Business OperationsConfirmed live in the last 24 hours

Full-timeIndiaNo salary listedIn-person

About the Job

Responsibilities

Own quality management processes and initiatives across the organization, and decide and monitor delivery quality metrics to be tracked organization-wide.
Maintain account-level quality requirements and collaborate with ADMs and PMs to improve delivery quality and resolve issues.
Collaborate with cross-functional teams to embed quality checks and continuous improvement actions throughout the delivery lifecycle.
Define and manage the delivery quality framework across accounts.
Create and update quality management policies, templates, and review checklists for delivery teams.
Develop criteria and measurement methods for quality index and delivery quality score reporting.
Monitor COQ/COPQ, CSAT trends, and delivery deviation patterns; identify performance dips or systemic delivery issues and initiate process improvement initiatives.
Coordinate with ADMs and Delivery Ops to validate the accuracy of quality data across accounts.
Drive governance for at-risk and low-CSAT accounts.
Conduct independent quality assessments to raise early triggers for Red/Yellow engagements; review customer feedback on these accounts and ensure action plans are in place.
Monitor closure of audit observations, process gaps, and delivery defects across the team.
Proactively reach out to customers with ADMs to identify the parameters against which delivery quality should be evaluated.
Design and run delivery quality training, workshops, and playbooks for ADMs and PMs; track whether required quality training and audits are conducted across projects.
Publish monthly and quarterly quality scorecards for leadership, highlighting improvement areas.
Undertake root cause analysis with ADMs for low CSAT scores or customer complaints and create actionable plans to improve scores.
Work with ADMs to roll out quality metrics and reviews.
Collaborate with Delivery Ops on data accuracy, reporting cadence, and audit trails.
Interact with PMs to track technology-level issues impacting service quality.
Coordinate with relevant stakeholders to close audit observations and ensure quality documentation is complete.
Partner with HR and L&D to drive delivery quality training programs.
Liaise with Quality SPOCs across Horizontals to align standards and share best practices.

Role Description

Complete ownership of quality management processes and initiatives across the organization; decide and monitor delivery quality metrics to be tracked across the organization
Accountable for maintaining account level quality requirements and collaborating with ADMs and PMs to drive delivery quality and issue resolution
Collaborate with cross-functional teams to embed quality checks and continuous improvement actions throughout the delivery lifecycle

Key Responsibilities

Define and manage delivery quality framework across accounts

Create and update quality management policies, templates, and review checklists for use by delivery teams
Develop criteria and measurement methods for quality index and delivery quality score reporting

Track key quality metrics and drive corrective actions

Monitor COQ/COPQ, CSAT trends, and delivery deviation patterns; identify performance dips or systemic delivery issues and initiate process improvement initiatives
Coordinate with ADMs and Delivery Ops to validate accuracy of quality data across accounts

Drive governance for 'at risk' accounts and low-CSAT accounts

Conduct independent quality assessment to raise early triggers to "Red"/"Yellow" engagement; review customer feedback on these accounts and ensure action plans are in place
Monitor closure of audit observations, process gaps, and delivery defects across team

Lead continuous improvement and quality capability initiatives

Proactively reach out to customers in collaboration with ADMs to identify parameters against which delivery quality should be evaluated
Design and run delivery quality trainings, workshops, and playbooks for ADMs and PMs; track if key quality trainings & audits as required across projects are being conducted
Publish monthly and quarterly quality scorecards for leadership, highlighting improvement areas

KPIs

Quality index score
Delivery Quality score (COQ, COPQ)
% of accounts with CSAT > target
% of quality trainings completed by

delivery teams

KRAs

% reduction in COPQ across verticals
% improvement in quality index quarter-on-quarter
# quality management trainings conducted

Key Interfaces

Collaborate with ADMs to undertake root cause analysis for low CSAT scores or customer complaints and create actionable plans for score improvement
Work with ADMs to roll out quality metrics and reviews
Collaborate with Delivery Ops on data accuracy, reporting cadence, and audit trails
Interact with PMs for tracking tech-level issues impacting service quality
Coordinate with all relevant stakeholders on closure of observations found in audits and ensure completeness of quality documentation
Partner with HR and L&D to drive delivery quality training programs
Liaise with Quality SPOCs across Horizontals to align standards and share best practices

About the Company

Black Box

End-to-end digital infrastructure and IT services

Black Box provides digital infrastructure solutions for large enterprises and public-sector clients, designing, integrating, and managing IT environments. It offers services and products across networking, data centers, cybersecurity, unified communications, and digital workplace, along with consulting, project management, and managed services to design, deploy, and operate systems. The company differentiates itself as a vendor-agnostic integrator with a global delivery footprint, offering end-to-end capabilities from initial design to ongoing support. Its goal is to help organizations build scalable, reliable digital infrastructure across distributed locations to support modern operations.

Company size: Not listed
Company stage: IPO
Headquarters: Plano, TX
Founded: 1976

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