QA Lead (BPO/KPO)
QA Lead (BPO/KPO)
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Job Description
Lead the quality assurance team
Oversee day-to-day QA operations manage audit coverage and drive consistency across QA analysts
Supervise QA team reviewing deal cases and ensure SLA adherence
Define sampling strategy (critical vs. standard vs. renewals)
Conduct calibration sessions to align QA scoring
Review escalations and validate high-severity cases
Monitor QA metrics (Accuracy % FPY Leakage) and prepare weekly reports
Provide coaching feedback and targeted training for QA team
Support transition activities pilot runs and process improvement initiatives
Masters / Bachelors degree in business Operations or related field
5 - 7 years of experience in Quality Assurance with at least 2-3 years in a lead role
Strong knowledge of order management contract lifecycle and compliance requirements
Proficiency in QA methodologies such as 7 QC tools SWOT analysis continuous improvement framework error rubrics and sampling strategies
Skilled in data analysis and reporting (Tools like Excel dashboards)
Excellent stakeholder management and mentoring abilities
Exposure to Six Sigma methodologies (YB and GB)
Employment Type
Full-Time
