Job Description

Job Title: Vendor Service Quality Audit Lead

Location: Noida, Sector 62

Experience: 4 - 8 Years

Job Type: Full-Time

Job Description

Risebird is hiring a Marketplace Service Quality & Vendor Audit Lead to own interviewer quality audits, vendor compliance, product and service quality, and marketplace service delivery. The role leads 510 QC Auditors/Executives and is accountable for audit accuracy, team productivity, SLA compliance, and timely delivery.

Key Responsibilities

Interviewer Quality Audits: Lead Interview Report, Trial Interview, IRF, and interviewer performance audits.
Three-Layer QC: Monitor Report QC, Skill Channel QC, and Overall Interviewer Profile QC.
Vendor Compliance: Audit Video KYC, video-on policy, employment status, acknowledgements, and selection/rejection patterns.
Service Quality: Track no-shows, late joins, report quality, client complaints, and delivery failures.
Risk Management: Investigate red markers and P0 to P5 incidents; implement corrective actions.
Product Quality: Identify platform-related service issues and coordinate with Product, Technology, and Operations.
Team Leadership: Manage 5 - 10 QC team members, assign targets, monitor performance, coach underperformers, and ensure delivery.
Quality Improvement: Drive RCA, CAPA, calibration, and vendor performance improvement.
Reporting: Maintain audit dashboards, scorecards, SLA reports, and management MIS.

Required Skills & Experience

4 - 8 years in BPO/KPO Quality, Marketplace Quality, Vendor Audits, or Service Quality Operations.
Mandatory experience managing 5 - 10 team members with direct accountability for their performance and delivery.
Strong knowledge of quality audits, SLA management, RCA, CAPA, compliance, and performance monitoring.
Proficiency in Excel, MIS reporting, quality dashboards, and stakeholder management.

Key Performance Expectations

Meet daily audit targets with high audit accuracy and timely escalation closure.
Reduce recurring interviewer quality failures, customer complaints, and service issues.
Own team performance, compliance, productivity, and service delivery outcomes.

Important: Hands-on leadership role. Candidates without quality audit and team management experience will not be preferred.