Job
Description
Job Description: We are seeking a detail-oriented and strategically driven Quality Master Calibrator (MC) to lead quality operations and compliance audits across our outsourced BPO partner ecosystem. This role is pivotal in ensuring consistent, policy-aligned, and customer-focused service delivery through structured audit governance, calibration sessions, and root-cause-based quality improvement. The MC will be accountable for conducting regular business and compliance audits, managing audit processes end-to-end, and driving alignment across stakeholders to elevate customer experience standards. Key Responsibilities: Audit Governance & Execution Own the end-to-end audit lifecycle across all partner sites (business and compliance audits). Conduct daily/weekly audits to evaluate SOP adherence, data accuracy, and resolution quality. Define and manage audit plans, sampling strategies, and reporting frameworks. Track critical/fatal error trends and ensure corrective action tracking and closure. Compliance Control Drive policy-level audit checks across sensitive workflows Identify high-risk transactions and collaborate with compliance/infosec teams to mitigate breaches. Standardize maker-checker variance analysis to assess audit effectiveness and evaluator alignment. Calibration & Quality Standardization Conduct regular calibration sessions with internal QAs, partner QAs, and business stakeholders. Maintain consistency in audit scoring and feedback across geographies and LOBs. Lead alignment forums to define what quality” means for each process and SOP. Customer Experience Advocacy Translate audit insights into actionable recommendations to improve end-user experience. Collaborate with Training, Ops, and Content teams to close quality gaps impacting customers. Support continuous improvement projects that raise SSAT, reduce resolution errors, and drive accountability. Insights & RCA Ownership Perform RCA for top failure themes across audits (transactional, process, behavioral). Publish dashboards and monthly reports capturing audit trends, error hotspots, and progress on action plans. Qualifications: Education: Bachelor's degree in Business, Quality, or related discipline. Six Sigma (Green Belt or higher) preferred. Experience: 3–6 years of experience in Quality Audit or Compliance in a BPO/contact center environment, with at least 2 years in a governance/calibration role. Skills: Strong knowledge of QA methodologies, SOP compliance, and audit controls Data analysis (Excel/SQL) and audit reporting Excellent communication and facilitation skills (calibration and feedback) Ability to influence cross-functional stakeholders and drive alignment Proficient in RCA, FMEA, and Quality Tools Preferred Attributes: Experience working with multiple outsourced partners and scaling audit practices across teams. Proven ability to manage critical compliance elements Strong ownership mindset with a bias for continuous improvement. Why Join Us? This is a strategic quality leadership role where you will shape how partner performance is measured and improved. You’ll be at the forefront of driving customer trust, policy integrity, and audit excellence—working with a passionate team committed to delivering best-in-class service.
