Senior Executive - Quality Assurance

Job Responsibilities

• Actively participate in client meetings as a quality representative
• Design and implement quality assurance frameworks and risk assessment for newly onboarded clients and processes
• Conduct time and motion studies to evaluate process efficiency
• Develop and maintain daily and monthly performance reports for new and ongoing operations
• Periodically review reporting structures to ensure relevance and accuracy
• Prepare comprehensive daily and monthly MIS reports and dashboards
• Present findings and performance trends in internal review meetings
• Work closely with operations teams and client representatives to identify and resolve quality-related issues
• Analyze operational data to detect inefficiencies and recurring errors.
• Recommend and implement process improvements to enhance accuracy, compliance, and turnaround time
• Conduct periodic quality audits with a focus on compliance and performance
• Track and follow up on audit findings and ensure timely closure of action items
• Prepare/maintain dashboards through Power BI
• Bring out ideas and improve processes through automation using the available automation tools

Person Specifications

• Relevant experience in Auditing Division / Quality Assurance Division in BPO Sector with prior experience in preparing Audit reports, MIS reports, Dashboards, etc
• Following or completed a relevant degree program or professional qualification
• Good knowledge and experience in MS Excel
• Strong verbal and written communication skills, Leadership and Interpersonal Skills
• Basic understanding of analytical tools/automation tools such as Power BI/Power Query
• Willingness to work on shifts based on requirement