KPO Quality Lead - Deal Ops

Role Objective

Lead the quality assurance team. Oversee day-to-day QA operations, manage audit coverage, and drive consistency across QA analysts.

Key Responsibilities

Supervise QA team reviewing deal cases and ensure SLA adherence.Define sampling strategy (critical vs. standard vs. renewals).Conduct calibration sessions to align QA scoring.Review escalations and validate high-severity cases.Monitor QA metrics (Accuracy %, FPY, Leakage) and prepare weekly reports.Provide coaching, feedback, and targeted training for QA team.Support transition activities, pilot runs, and process improvement initiatives.

Skills & Qualifications

Bachelors/Masters degree in Business, Operations, or related field.5-7 years of experience in Quality Assurance, with at least 2-3 years in a lead role.Strong knowledge of order management, contract lifecycle, and compliance requirements.Proficiency in QA methodologies such as 7 QC tools, SWOT analysis, continuous improvement framework, error rubrics, and sampling strategies.Skilled in data analysis and reporting (Google Suite, Excel, dashboards).Excellent stakeholder management and mentoring abilities.Exposure to Six Sigma methodologies (YB and GB).