Quality Control Lead

Job Title: Vendor Service Quality Audit Lead

Location: Noida, Sector 62

Experience: 4 - 8 Years

Job Type: Full-Time

Job Description

Risebird is hiring a Marketplace Service Quality & Vendor Audit Lead to own interviewer quality audits, vendor compliance, product and service quality, and marketplace service delivery. The role leads 510 QC Auditors/Executives and is accountable for audit accuracy, team productivity, SLA compliance, and timely delivery.

Key Responsibilities

• Interviewer Quality Audits: Lead Interview Report, Trial Interview, IRF, and interviewer performance audits.
• Three-Layer QC: Monitor Report QC, Skill Channel QC, and Overall Interviewer Profile QC.
• Vendor Compliance: Audit Video KYC, video-on policy, employment status, acknowledgements, and selection/rejection patterns.
• Service Quality: Track no-shows, late joins, report quality, client complaints, and delivery failures.
• Risk Management: Investigate red markers and P0 to P5 incidents; implement corrective actions.
• Product Quality: Identify platform-related service issues and coordinate with Product, Technology, and Operations.
• Team Leadership: Manage 5 - 10 QC team members, assign targets, monitor performance, coach underperformers, and ensure delivery.
• Quality Improvement: Drive RCA, CAPA, calibration, and vendor performance improvement.
• Reporting: Maintain audit dashboards, scorecards, SLA reports, and management MIS.

Required Skills & Experience

• 4 - 8 years in BPO/KPO Quality, Marketplace Quality, Vendor Audits, or Service Quality Operations.
• Mandatory experience managing 5 - 10 team members with direct accountability for their performance and delivery.
• Strong knowledge of quality audits, SLA management, RCA, CAPA, compliance, and performance monitoring.
• Proficiency in Excel, MIS reporting, quality dashboards, and stakeholder management.

Key Performance Expectations

• Meet daily audit targets with high audit accuracy and timely escalation closure.
• Reduce recurring interviewer quality failures, customer complaints, and service issues.
• Own team performance, compliance, productivity, and service delivery outcomes.

Important: Hands-on leadership role. Candidates without quality audit and team management experience will not be preferred.