Senior Process Quality Assurance

About the role

The Senior Process Quality Assurance is responsible for monitoring, evaluating, and improving the quality of customer interactions and operational processes across shared services functions, with strong focus on voice/call handling. This role ensures compliance with company standards, customer experience expectations, regulatory requirements, and operational KPIs through structured audits, coaching, root cause analysis, and continuous improvement initiatives.

The ideal candidate has extensive experience in quality assurance within a BPO, contact center, or shared services environment and demonstrates strong expertise in call quality calibration, process improvement, stakeholder management, and performance analytics.

What you'll be doing

• Conduct regular audits and evaluations of voice calls, customer interactions, and operational processes to ensure compliance with quality standards and SOPs.
• Monitor inbound and outbound customer calls for accuracy, professionalism, compliance, and customer experience excellence.
• Develop, maintain, and improve QA scorecards, call evaluation forms, and quality frameworks.
• Ensure consistency in quality scoring through calibration sessions with operations leaders and stakeholders.
• Coaching & Performance Improvement
• Provide actionable feedback and coaching to agents, team leads, and support teams based on QA findings.
• Partner with Operations and Training teams to identify knowledge gaps and recommend targeted training interventions.
• Track quality trends and identify recurring issues affecting customer satisfaction or operational efficiency.

• Generate quality reports, dashboards, and insights for leadership review.
• Analyze QA data to identify trends, root causes, and opportunities for process optimization.
• Present findings and recommendations to management and cross-functional stakeholders.

• Drive continuous improvement initiatives focused on service quality, efficiency, and customer experience.
• Ensure adherence to internal policies, regulatory requirements, and service-level agreements (SLAs).
• Participate in process reviews, SOP updates, and quality governance activities.
• Support audits, compliance reviews, and operational risk assessments when needed.

• Work closely with Operations, Training, Compliance, Workforce Management, and Shared Services teams.
• Serve as a quality subject matter expert for call handling standards and customer service excellence.
• What we're looking for
• Required
• Bachelor’s degree in Business Administration, Communications, Management, or related field.
• Minimum of 4–6 years of experience in Quality Assurance within a BPO, contact center, or shared services environment.
• Strong experience in voice/call quality monitoring is required.
• Experience conducting call audits, calibrations, and coaching sessions.
• Proficiency in QA tools, CRM platforms, and reporting systems.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Advanced knowledge of customer service standards and operational metrics.
• Preferred
• Experience in financial services, fintech, or regulated industries.
• Knowledge of Lean Six Sigma, COPC, or quality management methodologies.
• Experience handling omnichannel QA (voice, email, chat).
• Background in process improvement or operational excellence initiatives.

What we offer

Our company culture emphasises collaboration, innovation, and a focus on employee well-being.

About us

Join our dynamic team and be a part of our exciting journey.