QA Operations Lead

19 hours ago

Gandhinagar, Gujarat, India beBeeQuality Full time ₹ 17,92,333 - ₹ 21,86,476

Job Overview

The Quality Assurance Team Manager position is an exciting opportunity to lead a team of senior quality assurance analysts and contribute to the expansion of Liberty Mutual's GRS Capability Center Operations (GRS - CCO) in India.

This leadership role demands strong analytical skills, insurance domain expertise, team management experience, and the ability to work closely with stakeholders across geographies. As a key member of the GRS CCO team, you will be responsible for managing workflows, ensuring delivery of high-quality QA audits, and serving as the primary point of contact for escalations, reporting, and process improvements.

Key Responsibilities:

  • Manage a team of Sr. Quality Assurance analysts performing independent QA audits on underwriting work done by BPO Partners.
  • Oversee quality assurance activities across key underwriting back-office processes.
  • Act as a quality gatekeeper, ensuring accuracy, consistency, and completeness of audit findings for complex underwriting cases.
  • Monitor team productivity, manage audit sampling volumes, ensure timely completion of reviews, and continuous capability development.
  • Collaborate with process owners, compliance, and training teams to identify root causes and recommend corrective/preventive actions.
  • Prepare weekly/monthly/quarterly reports and performance dashboards for senior leadership and trend reports, and issue logs for internal governance.
  • Collaborate with onshore business stakeholders and BPO QA team across different geographies to calibrate QA standards, feedback mechanisms, and reporting practices.
  • Conduct regular audits, calibration sessions, and error trend analysis to drive quality improvements across processes.
  • Implement GRS QA frameworks, SOPs, and controls tailored to specific lines of business.
  • Coach and mentor QA analysts; foster a culture of continuous learning and accountability.

Requirements & Experience:

  • Bachelor's degree required; insurance certifications like ACII, CPCU preferred.
  • Seasoned P&C industry operations lead with 10-12 years of experience, including a minimum of 4 years overseeing QA function and managing high-performing teams.
  • Proven expertise in underwriting processes for different geography regions and business lines.
  • Familiarity with vendor governance and multi-tier QA environments.
  • Exposure to global quality standards and reporting tools (e.g., Excel, Power BI).

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