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Quality Assurance Analyst (Non-IT)

Job Title Quality Assurance Analyst (Non-IT)
Job Location Bengaluru (WFO)
Work Timings 4:30 PM to 1:30 AM IST
Qualification Graduate/BTech
Experience 2-3 Years
Vacancies 2

Job Highlights:

We are looking for a passionate and result-oriented Quality Assurance Analyst to drive service quality across our non-IT service lines supporting global clients. The candidate will be responsible for developing SOPs, conducting regular audits, identifying performance gaps, performing Root Cause Analysis (RCA), implementing improvement plans, and delivering training programs to enhance employee competency and achieve service quality KPIs.

*Pickup/Drop Available for Night Shift

Job Description:

  • Develop, review, and maintain SOPs, process guidelines, and quality checklists across non-IT service lines.
  • Conduct regular process and transaction audits to ensure compliance with SOPs, client requirements, and quality standards.
  • Identify performance gaps, recurring errors, and process inefficiencies through audits and data analysis.
  • Conduct RCA and develop corrective and preventive action plans to address quality issues and prevent recurrence.
  • Design and deliver employee training, refresher sessions, and targeted coaching to improve process knowledge and service quality.
  • Develop and implement continuous improvement initiatives to enhance accuracy, productivity, TAT, and other client-specific KPIs.
  • Evaluate training effectiveness and validate improvement through follow-up audits and employee performance assessments.
  • Prepare quality reports, track KPI performance, monitor action plans, and report improvement progress to management.
  • Collaborate with Operations Managers and Team Leads to drive accountability, process adherence, and a culture of continuous improvement.
  • Ensure consistent service delivery standards and compliance across all non-IT functions supporting global clients.

    • Competencies / Skills:

  • Experience in Quality Assurance, process audits, and training within BPO, KPO, shared services, or offshore operations.
  • Strong expertise in SOP creation, RCA, gap analysis, and corrective action planning.
  • Proven ability to conduct audits, deliver effective training, and drive measurable performance improvement.
  • Good understanding of quality KPIs, SLA, TAT, accuracy, and productivity metrics.
  • Strong analytical, communication, documentation, and stakeholder management skills.
  • Proficiency in MS Excel and quality reporting tools.
  • Lean Six Sigma or Quality Management certification is an added advantage.

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