Senior Quality Auditor

All F2 and G grade employees can apply. It will be a lateral movement for F2 grade employees and vertical movement for G grade employees.

Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st April 2026.

Performance rating of CME or above in the last 6 months.

• Conduct quality audits to ensure compliance with Client’s process standards and SLAs

• Perform analysis of auditor trends by reviewing the MTD trends and individual time/audits report tabs

• Review and provide feedback on new processes/SOPs when shared. Feedback should be provided within 24 hours of receipt

• Perform audits on the auditors. Share findings during 1:1s and store for annual performance review reference

• Participate in client calls to share trends, wins, risks and escalations

• Attend team huddles to gain insight into updates and support questions as needed

• Offer ongoing coaching and feedback to help cap dev colleagues improve their skills and knowledge and provide assistance with any challenges they may be facing.

• Guarantee adherence to service standards throughout various projects

• Compile and analyse customer feedback and experience surveys.

• Work with the QA team to collect process improvement ideas and initiate implementation of improvement initiatives within the program

• Conduct regular calibration sessions across the team, with clients, training, and operations, and produce comprehensive reports while addressing unacceptable variations.

• Efficiently coordinate and track serious process defects, ensuring corrective actions are promptly taken on the floor.

• Utilize QC tools for structured problem-solving and performance improvement

• Conduct Root Cause Analysis (RCA) on recurring quality issues

• Streamline customer journeys by eliminating inefficiencies and optimizing workflows

• Engage in regular client discussions, governance meetings, and reviews to align expectations and enhance quality deliverables

• Act as a key liaison between QA auditor team, training, and all other departments to drive quality and process efficiency

• Ensure timely reporting and resolution of quality issues, proactively addressing client concerns

• Conduct Training Needs Analysis (TNA) to identify skill gaps and work with the training team to implement upskilling initiatives

• Provide constructive feedback and coaching to QA auditors, ensuring continuous improvement in service delivery

• Develop and deliver targeted training programs based on quality insights.

• Generate quality reports, dashboards, and insights to drive data-backed decision-making.

• Track the impact of QA initiatives on KPIs (CSAT, Efficiencies, etc.) and share actionable recommendations.

• Maintain QA documentation, compliance logs, and best practices repository for audits and continuous improvement.

Graduation / Diploma in any discipline.

Good written and verbal communication skills.

Experience in coaching, either face-to-face or in a virtual space

Strong data collection, analysis (RCA, TNI, quality tools), reporting, and governance skills.

Experience working with cross-cultural teams

Ability to work across the training cycle from training needs analysis, design, delivery, and evaluation

Client/Customer Relationship Management experience with a proven ability to maintain and enhance business relationships

Passionate about developing others and fostering a culture of continuous learning

Strong innovation and creative problem-solving mindset

Flexible and adaptable to evolving business needs and challenges

Working knowledge of 7 QC Tools, Analytical & Problem-Solving Skills.

Hands on experience to work with MS office tools (Excel, ppt).

Cross-Functional Collaboration

Client/Stakeholder Engagement: Ability to manage and strengthen relationships with key clients and internal stakeholders.

Coaching & Mentorship: Ability to provide structured feedback, training, and performance enhancement support.

HR Screening