Quality Control Lead - KPO/BPO

·       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

·       Bachelor/Master’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 (Excel & dashboards)

·       Excellent stakeholder management and mentoring abilities

·       Exposure to Six Sigma methodologies (YB and GB)