QA Analyst(BPO/KPO)

Job Description

Role Summary

The Assistant Manager QA is responsible for ensuring high accuracy, compliance, and client-defined quality standards across KPO deliverables. The role focuses on auditing, process improvement, team coaching, and data-driven quality management.

Key Responsibilities

Quality Monitoring & Audits

• Conduct regular quality audits of deliverables, reports, and transactions.

• Review complex outputs to ensure compliance with SOPs, client, and regulatory requirements.

Process Improvement (QA/QC)

• Analyze quality data to identify trends and root causes of errors (RCA).

• Implement corrective and preventive actions (CAPA).

• Maintain SOPs, quality checklists, and audit frameworks.

Client & Stakeholder Management

• Conduct calibration sessions with internal teams and clients.

• Prepare and share quality dashboards, error analysis, and performance reports.

• Handle client escalations related to quality.

Team Leadership & Coaching

• Mentor and guide QA analysts and operational teams on quality standards.

• Identify training needs and support skill development programs.

• Provide regular feedback to improve individual and team performance.

Compliance & Risk Management

• Ensure adherence to internal policies and external compliance standards (ISO, data privacy, etc.).

• Support internal and external audits and ensure audit readiness.

Skills & Qualifications

• Experience: 4-5+ years in Quality Assurance within BPO/KPO or similar domains.

• Technical Skills: Strong MS Excel and PowerPoint skills; data analysis exposure

preferred.

• Quality Tools: Knowledge of RCA, CAPA, FMEA, Lean Six Sigma (preferred).

• Soft Skills: Strong analytical ability, clear communication, attention to detail, and

leadership mindset.