Senior Quality Assurance Expert

2 days ago

Bhopal, Madhya Pradesh, India beBeeQuality Full time ₹ 18,00,000 - ₹ 2,00,00,000

Job Overview

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We are seeking an experienced Quality Assurance professional with 8-10 years of proven expertise in driving quality assurance, process improvement, and compliance within large-scale operations. The ideal candidate will have strong exposure to customer support processes, a solid understanding of quality frameworks, and the ability to lead and mentor quality teams to deliver operational excellence.

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Key Responsibilities:

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  • Lead, manage, and oversee the Quality Assurance function across multiple processes and client accounts.">
  • Develop, implement, and monitor quality frameworks, policies, and standards aligned with organizational goals and client requirements.">
  • Conduct regular quality audits, call monitoring, and transaction checks to ensure compliance with service-level agreements (SLAs) and customer experience benchmarks.">
  • Identify process gaps, provide actionable insights, and implement continuous improvement initiatives to enhance productivity and service quality.">
  • Collaborate with operations, training, and client-facing teams to address performance gaps and design improvement action plans.">
  • Analyze quality reports, prepare dashboards, and present insights to leadership teams and clients.">
  • Ensure compliance with regulatory and client-specific guidelines while maintaining process integrity.">
  • Drive root cause analysis and corrective action plans for quality deviations.">
  • Lead, train, and mentor quality analysts and executives to build a high-performing QA team.">
  • Introduce best practices in quality monitoring, calibration, and reporting to drive operational excellence.">
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Qualifications and Skills:

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- A Master's degree is preferred.

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- 8-10 years of proven experience in Quality Assurance roles within the sector (voice/non-voice).

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- Strong knowledge of QA frameworks, compliance, and quality methodologies (Six Sigma, COPC, ISO standards preferred).

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- Hands-on experience with call monitoring tools, CRM systems, and QA dashboards.

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- Exceptional analytical and problem-solving skills with a data-driven mindset.

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- Excellent communication, presentation, and stakeholder management skills.

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- Strong leadership ability with experience managing and developing QA teams.

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- Proven track record of driving process improvements and achieving client satisfaction.

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Preferred Attributes:

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- Exposure to multiple domains (Customer Support, Technical Support, BFSI, Healthcare, etc.).

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- Ability to handle high-pressure environments and deliver within tight timelines.

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- Strong interpersonal skills and a collaborative approach to cross-functional work.

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