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
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!
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.
