Information Security and Compliance Manager.

BPO Compliance, Quality & Information Security Manager Location: India Employment Type: Full-Time Experience Required: 2–4Years Salary: ₹40,000 – ₹75,000 per month (Negotiable based on experience) Job Summary We are seeking an experienced BPO Compliance, Quality & Information Security Manager to lead and manage the complete certification, compliance, quality assurance, and information security implementation process for our call center operations. The successful candidate will be responsible for evaluating our existing operations, identifying compliance gaps, developing required policies and procedures, implementing international standards, coordinating with certification bodies and independent auditors, and preparing our organization to meet the vendor compliance requirements of U.S.-based companies. This is a hands-on management position requiring practical experience in implementing and administering international certification standards within BPO, call center, ITES, or customer support environments. Key Responsibilities 1. International Certification Implementation - Lead ISO 9001 Quality Management System implementation and certification. - Manage ISO 18295-1 Customer Contact Centre standard implementation. - Lead ISO/IEC 27001:2022 Information Security Management System implementation. - Coordinate SOC 2 Type I and Type II readiness and audit processes. - Manage PCI DSS compliance requirements where applicable. - Identify additional certifications and regulatory requirements relevant to U.S. outsourcing clients. 2. Compliance Documentation & Administration - Develop and maintain company policies, procedures, SOPs, and compliance documentation. - Establish information security policies and risk management frameworks. - Prepare internal audit reports, risk registers, and corrective action plans. - Implement employee security awareness and compliance training. - Maintain business continuity and disaster recovery documentation. - Ensure ongoing compliance with applicable data protection and privacy requirements. 3. Audit & Certification Management - Coordinate with ISO certification bodies, auditors, and external consultants. - Manage certification applications, assessments, audits, and renewals. - Conduct internal compliance audits and gap assessments. - Monitor corrective and preventive actions. - Maintain audit evidence and ensure continuous audit readiness. 4. U.S. Client Vendor Compliance & Onboarding - Understand U.S. enterprise BPO outsourcing requirements. - Prepare vendor registration and compliance documentation. - Complete client security questionnaires and vendor assessment forms. - Support RFP/RFQ submissions and vendor qualification processes. - Coordinate client compliance audits and security assessments. - Prepare the organization for U.S. inbound customer service, technical support, and help desk contracts. 5. Operational Quality Management - Establish call center quality assurance frameworks. - Develop call monitoring and agent performance evaluation procedures. - Implement customer satisfaction and service-level measurement systems. - Establish processes for complaint management and continuous improvement. Required Qualifications & Experience - Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. - 5–8 years of relevant experience in BPO compliance, GRC, information security, quality management, or ISO implementation. - Demonstrated hands-on experience implementing ISO 27001 and ISO 9001. - Knowledge of ISO 18295-1 customer contact center standards. - Practical understanding of SOC 2 compliance and audit readiness. - Experience coordinating external certification audits. - Strong knowledge of documentation, risk assessment, internal audits, and compliance management. - Experience in BPO, call center, ITES, or customer support operations is highly preferred. Preferred Professional Certifications - ISO 27001 Lead Implementer or Lead Auditor. - ISO 9001 Lead Auditor or Internal Auditor. - ISO 18295 implementation knowledge. - CISA, CRISC, or other relevant GRC qualifications. - SOC 2 implementation and readiness experience. Ideal Candidate Profile We are looking for an individual who can independently take ownership of the entire certification and compliance program, from initial assessment and planning through implementation, external audits, certification, and ongoing administration. The candidate should be capable of managing certification bodies, external auditors, consultants, and internal teams while ensuring that the organization meets international standards and U.S. enterprise vendor requirements. Candidates with previous experience preparing Indian BPO or call center operations for international outsourcing clients will receive preference. Compensation ₹75,000 – ₹1,10,000 per month, depending on qualifications and relevant implementation experience. To Apply: Please submit your updated resume highlighting your previous ISO implementation projects, certifications managed, audit experience, and BPO/ITES industry exposure.

Pay

₹50,000.00 - ₹75,000.00 per month

Benefits

Paid sick time

Work Location

In person