HRO Quality Analyst-SME

Designation:

Quality Assurance Lead (SME)

Business Vertical:

IOA

Reporting Manager:

Team Manager (TM)

Location:

India

Typical Background:

5 8 years in HR domain with experience in quality auditing, calibration, and governance for content or service delivery processes. Exposure to policy interpretation, compliance standards, and QA frameworks.

Role Purpose:

Ensure delivery quality by auditing samples of work produced by Content Rating and Content Writing teams, driving calibration, and enforcing rubric fidelity. Partner with Team Managers and SMEs to identify systemic defects, recommend corrective actions, and maintain audit readiness.

Core Responsibilities:

• Conduct L2 audits on rated and authored HR content to validate correctness, helpfulness, and safety against SOPs and rubrics.


• Run calibration sessions with Content Raters and Content Writers; resolve interpretation gaps and maintain consistency.


• Perform root cause analysis (RCA) on recurring defects; propose CAPA and rubric refinements.


• Publish weekly QA dashboards (accuracy %, defect trends, sampling coverage) and present insights to leadership.


• Govern quality parameters, templates, and risk logs; ensure compliance with policy and DEI standards.


• Maintain audit readiness through traceable decision logs and version-controlled QA assets.


• Collaborate with SMEs and TM for training need analysis and reviewer upskilling.

Must-Have Experience:

• Strong understanding of HR processes, SOPs, and compliance language.


• Proven experience in quality auditing and calibration for HR or service delivery workflows.


• Skilled in Excel/Google Sheets for QA reporting and trend analysis.


• Ability to conduct end-to-end process mapping and manage process improvement initiatives.

MINIMUM QUALIFICATIONS:

• Bachelor s Degree in Human Resources or equivalent combination of education and experience.


• 5 8 years in HR domain out of which at least 3 years in Quality auditing.


• Excellent written and verbal communication skills; ability to articulate findings clearly.


• Strong analytical and problem-solving skills; familiarity with RCA and CAPA methodologies.


• Open to work in 24 7 shifts and on-call rotation.

PREFERRED QUALIFICATIONS:

• Certification in Quality Management or HR Governance (e.g., Six Sigma, SHRM-SCP).


• Experience in designing QA rubrics and calibration programs for HR content workflows.


• Knowledge of 7 QC tools and familiarity with Lean or process re-engineering principles.