Job Description :

The Quality Manager will be responsible for developing and implementing manufacturing process quality assurance policies, procedures, and systems to guarantee compliance with regulatory requirements and customer satisfaction.

- Regulatory Compliance : Ensure compliance with FDA regulations, ISO standards, FSSAI guidance and other relevant quality and safety guidelines.

- Product Testing and Validation : Oversee product testing and validation processes to ensure that all products meet specified quality and performance criteria. Identify Deviations in the process and ensure all activities in the process are cGMP Compliant.

- Supplier and Vendor Management : Establish quality standards for suppliers and vendors. Conduct regular audits and assessments to evaluate supplier performance and adherence to quality requirements.

- Quality Control : Implement robust quality control measures to monitor production processes and identify areas for improvement. Develop and maintain quality control protocols and documentation.

- Customer Feedback and Complaint Handling : Manage customer feedback and complaints related to product quality. Investigate root causes of quality issues and implement corrective and preventive actions.

- Team Leadership and Training : Lead and mentor a team of QA professionals. Provide training and guidance to ensure that team members possess the necessary skills and knowledge to perform their roles effectively.

Continuous Improvement :

- Prior experience at a SaaS, CPaaS, or Cloud Telephony company; understanding of SIP, IVR, VoIP, or WebRTC

- Exposure to AWS, GCP, or Azure in the context of test environment management or deployment pipelines

- Experience testing microservices and event-driven systems, including webhooks, async flows, and message queues

- Familiarity with contract testing (Pact) or AI/ML-specific testing chatbots, voicebots, NLP output validation

- Knowledge of basic security testing principles, OWASP top 10, or chaos/resilience testing

- Own and enforce the quality bar across MyOperator's full product suite Cloud Call Center, IVR & Call Flows, WhatsApp API, AI Voicebots, and Unified Communication Platform from sprint planning through production

- Architect and scale automation frameworks across UI (Web/Mobile), REST and GraphQL APIs, and end-to-end integration flows; integrate these into CI/CD pipelines for continuous testing

- Define, track, and improve quality metrics including defect escape rate, automation coverage percentage, test cycle time, flakiness rate, and Mean Time to Detect (MTTD)

- Lead performance and load testing strategies using JMeter, k6, or Locust to validate system behavior under production-scale traffic conditions

- Drive Root Cause Analysis (RCA) for production incidents and implement systemic fixes to prevent recurrence not just mitigation

- Lead, mentor, and scale the QA team; set clear performance expectations, run regular calibrations, and build an ownership-driven, bias-for-action team culture

- Establish and maintain release entry/exit criteria, test environment parity with production, and structured test data management processes