Quality Assurance Analyst (Non-IT)

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

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.