Description

GlobalLogic is hiring a dynamic and results-driven Quality Management Professional with over 3 years of overall experience, including a specialized focus (minimum 1 year) in data annotation or human evaluation workflows. In this role, you will champion a culture of excellence by designing, executing, and overseeing robust quality assurance and control processes. The ideal candidate combines strong leadership capabilities with a sharp analytical mindset to mentor teams, manage customer feedback loops, and drive impactful quality improvement projects. Project Management certification (PMP/CAPM) is highly preferred to help seamlessly balance multiple priorities and deliver high-standard results within tight timelines.

Designation: Quality Analyst / Senior Quality Analyst

Experience: 3 – 5 Years

Job location: Gurugram

Work Model and Shift Timings: WFO Mode and Rotational Shifts

Requirements

Overall 3+ years of experience with a minimum of 1 years of experience in quality management for data annotation or human evaluation workflows.
Six-Sigma Green belt certified preferred.
Candidates with certifications in project management will be preferred.
Proven track record of managing quality assurance and control processes.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Proficiency in quality management systems and tools.
Strong leadership and team management skills, with experience in driving a culture of quality within the organization.
Ability to mentor and train team members on quality standards and best practices.
Experience in managing customer complaints and driving improvements based on customer feedback.
Strong project management skills, including the ability to plan, execute, and oversee quality improvement projects.
Ability to manage multiple priorities and deliver results within specified timeframes.

Job responsibilities

Your mission is to elevate the entire ecosystem of our Quality Assurance department through these key pillars:

The Audit the Auditor Program
Meta-Auditing: Conduct regular checks on our QA team's evaluations to ensure consistency, objectivity, and adherence to global rubrics.
Calibration Leadership: Facilitate calibration sessions to align QAs and stakeholders, eliminating gray areas in scoring.
Feedback Mastery
Actionable Insights: Transform audit findings into clear, empathetic, and highly actionable feedback for both QAs and front-line agents.
Closing the Loop: Ensure that feedback isn't just delivered, but implemented, tracking improvement cycles over time.
Strategic Quality Improvements
Gap Analysis: Proactively identify performance trends, process bottlenecks, and customer pain points.
Process Innovation: Don't just report problems—solve them. You will lead initiatives to redesign workflows and quality frameworks.
Agent Performance & Coaching
Deep-Dive Audits: Perform high-level audits of agent interactions to identify specific behavioral or technical blockers.
Performance Consulting: Partner with Team Leads to draft personalized improvement plans for bottom-quartile performers.
Creative Upskilling & Content Design
Visual Learning: Create interactive training modules, infographics, and Refresher decks that people actually want to read.
Knowledge Management: Maintain a library of Best Practice examples and upskilling materials to keep the team sharp.
Training Needs Identification (TNI)
Curriculum Mapping: Identify exactly where QAs and agents are struggling and map out the necessary training interventions.
Future-Proofing: Anticipate upcoming shifts in product or policy and prepare the team before the knowledge gap even forms.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you'll experience an inclusive culture of acceptance and belonging, where you'll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders.

Learning and development. We are committed to your continuous learning and development. You'll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you'll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what's possible and bring new solutions to market. In the process, you'll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you're placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world's largest and most forward-thinking companies. Since 2000, we've been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.

Quality Analyst / Senior Quality Analyst IRC296340