Location: Bangalore (
WFO)
Grade: F2
Designation: Senior Quality Auditor
Process: Capability Development
Number of Positions: 02
Minimum Criteria
- 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.
- No documented disciplinary issues/PIP in the last 6 months and until the closure of IMP.
Role & Responsibilities- Quality Assurance & Compliance:
- 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.
- Continuous Improvement & RCA Implementation:
- 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
- Stakeholder & Client Management:
- 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
- Training & Coaching:
- 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.
- Reporting, Governance & Data-Driven 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.
Educational/Professional Qualifications
- Graduation / Diploma in any discipline.
- Additional Certification in Improvement methodologies like Lean and Six Sigma and understanding of the QC tools will be an added advantage.
Required Skills
- Good written and verbal communication skills.
- Knowledge on Excel & report making
- 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
- Comfortable working from office 5 days a week in a fast-paced environment, across day/night rotating shifts
Competencies That Will Be Assessed
- 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.
- Knowledge of Quality Principles & Frameworks: Understanding of quality methodologies and Lean Six Sigma principles (certification is a plus).
Selection Procedure
- HR Screening
- Rounds of Personal Interview
Application Process & Timelines
Last date to apply on the job posting is 14th April 2026
PS: Strictly no extension allowed on Timelines
The selected candidates must be released within 3 weeks from the date of the announcement of the results. 
