Quality Team Lead - Performance Assurance- Ahmedabad, India

Job Summary

We are looking for an experienced and driven Quality Team Lead- Performance Assurance based in Ahmedabad, India to ensure the highest standards of process quality, internal controls, and continuous improvement across the GBS organization.

In this role, you will drive the standardization, automation, and continuous improvement of performance reporting across all GBS service lines. The role provides actionable insights to support operational decision-making, identifies opportunities for performance improvement, and leverages AI and automation technologies to increase efficiency and business value.

Responsibilities

• Develop and maintain automated performance reporting across all service lines.
• Analyze operational, quality, and customer satisfaction data to identify trends, risks, opportunities, and actionable insights.
• Support performance governance forums through the preparation of reports, analysis, and tracking of improvement actions.
• Define, maintain, and monitor key performance and quality metrics.
• Manage and analyze customer satisfaction (CSAT) data, providing recommendations to improve service outcomes.
• Identify opportunities for process optimization, automation, and AI adoption to enhance operational performance.
• Gather business requirements and develop structured business requirement documents (BRDs) for automation and AI initiatives.
• Support the implementation of AI-powered and automation solutions by defining business requirements, validating use cases, coordinating with technical teams, and measuring business benefits.
• Lead or support performance improvement initiatives, using data to drive measurable business outcomes.
• Maintain performance documentation, reporting standards, and process knowledge to ensure consistency and governance.
• Coordinate and monitor the GBS Knowledge Management framework by tracking SOP review and recertification compliance, following up with service lines to ensure SOPs remain accurate and up to date, and ensuring annual employee knowledge recertifications are completed in line with established requirements.
• Build and maintain simple AI-powered automation solutions using approved enterprise tools (preferred).

Qualifications

• Bachelors Degree or equivalent qualification
• Minimum of 3 years of job-related experience
• Experience in performance reporting, business analytics, operational excellence, or business intelligence.
• Strong analytical and problem-solving skills with the ability to translate data into business insights.
• Experience with reporting and visualisation tools such as Power BI, Excel, or equivalent platforms.
• Knowledge of Microsoft Power Platform, AI tools, and workflow automation technologies.
• Ability to gather requirements and produce high-quality business requirement documentation.
• Strong communication and stakeholder management skills.
• Excellent attention to detail and capability to manage multiple priorities.
• Ability to develop/automate reports
• Use case discovery and prioritisation
• Lean Six Sigma / process improvement
• Business outcome focus and ROI alignment
• Stakeholder engagement, governance, compliance, and documentation
• Data analytics, Python, SQL, ML/AI frameworks, and MLOps - preferred
• AI and digital transformation delivery- preferred
• Understanding of AI, automation, and digital technologies and their practical application to business processes.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.