Quality Manager
Anunta
IMMEDIATE HIRE | MOVING QUICKLY
Location: Bangalore | Hyderabad | Pune | Mumbai | Delhi | Chennai | Remote
Quality Manager | Quality Assurance Manager | Service Quality Manager | Quality Operations Manager | Customer Experience Quality Manager | Quality Control | Audit | RCA | Customer Support | Technical Support | Service Delivery | Governance
Lead quality governance for enterprise-scale technical support operations supporting global customers across Horizon, Workspace ONE, VDI, EUC, Digital Workspace, Infrastructure, and Managed Services environments.
Anunta is a leading managed DaaS, VDI migration, digital workspace, and endpoint services provider with deep Omnissa, Microsoft, Citrix, Nutanix, and enterprise infrastructure expertise. This role owns quality strategy, governance, audits, coaching effectiveness, and continuous improvement across customer-facing support operations.
Candidates from Infosys, Wipro, TCS, HCL, Tech Mahindra, Cognizant, Capgemini, Accenture, IBM, DXC, LTIMindtree, or similar managed services and enterprise support organizations are strongly encouraged to apply.
If you meet 70% of the requirements below, we strongly encourage you to apply.
What You'll Do
- Define and manage quality governance frameworks, audit methodologies, scorecards, calibration programs, and quality standards
- Lead Quality Leads and Quality Analysts reviewing technical support calls, chats, tickets, transcripts, and customer communications
- Drive quality improvements across Horizon, Workspace ONE, VDI, EUC, and adjacent technical support operations
- Develop audit programs that improve customer experience, resolution quality, SLA adherence, and operational effectiveness
- Identify systemic support gaps and partner with leadership teams to drive corrective actions
- Lead RCA initiatives, quality reviews, coaching programs, and continuous improvement efforts
- Build quality dashboards, reporting frameworks, governance reviews, and executive-level insights
- Promote AI-powered quality review workflows including call analysis, trend identification, feedback synthesis, and reporting automation
- Partner closely with Operations, Customer Success, Technical Delivery, and Training teams to improve service quality outcomes
- Drive calibration consistency and quality standards across multiple teams and stakeholders
What We're Looking For
- 8–12 years of experience in Quality Assurance, Quality Management, Quality Control, Customer Support QA, Managed Services QA, or Technical Operations Quality
- Minimum 3 years of experience managing QA/QC teams, governance programs, audit frameworks, and quality operations
- Strong experience reviewing customer interactions including calls, tickets, chats, escalations, and support communications
- Experience driving RCA programs, quality scorecards, audit frameworks, coaching effectiveness, and process improvements
- Technical background or strong exposure to enterprise technology support environments
- Experience in Omnissa Horizon, Workspace ONE, VMware, VDI, EUC, Mobility, Infrastructure Support, Service Desk, or Managed Services environments is highly desirable
- Strong reporting, Excel, analytics, documentation, and stakeholder management skills
- Experience using AI tools for quality reviews, call analysis, feedback synthesis, trend analysis, or reporting automation is a strong advantage
- Excellent communication and leadership skills with the ability to influence cross-functional teams
What We Offer
- Opportunity to lead quality governance for enterprise-scale digital workspace and managed support operations
- High-visibility leadership role influencing customer experience, operational quality, SLA adherence, and escalation reduction
- Ownership across audit programs, quality strategy, governance frameworks, coaching effectiveness, and continuous improvement
- Direct collaboration with operations, customer success, training, and technical delivery leadership teams
- Flexible remote/hybrid work environment with significant ownership and impact
Our Hiring Process
Flexiple Interview → Profile Review → Anunta Technical & Quality Discussion → Leadership Discussion
Applications close this Friday — apply before then to be considered in the first round.
We are shortlisting candidates within 24–48 hours — apply now to be considered.
Don't meet every requirement? If you're excited about this role and meet 70% of the criteria, apply anyway. We hire for potential as much as experience.