QA Lead - KPO/BPO

Roles & Responsibilities

 Key Responsibilities       

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 / Bachelor’s 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)