Quality Auditing Associate Manager

About the role

We are looking for a Quality Auditing Associate Manager to lead our Quality team, ensuring consistent processes that meet client requirements and align with corporate targets. The role is based on‑site at the client facility and reports to senior leadership.

Key responsibilities

• Assess and audit the quality of analysts’ work, meeting volume and quality targets.
• Develop and maintain knowledge of client business processes, Service Level Agreements and performance metrics.
• Lead process calibration sessions with clients and cross‑vendor teams.
• Handle escalations, identify root causes and recommend improvements to boost client satisfaction.
• Provide coaching, feedback and motivation to analysts to enhance performance.
• Own the end‑to‑end Quality, Training & Policy (QTP) strategy, execution and measurement across sites and regions.
• Define documentation standards and functional scorecards aligned with client expectations.

Required profile

• 8‑12 years of solid Quality Assurance experience.
• 5‑10 years of supervisory or people‑management experience.
• Strong understanding of client SLAs, key performance requirements and incident tracking.
• Proven ability to lead teams, drive process improvements and manage escalations.

Required skills

• Standard QA methodologies and audit techniques.
• Experience with quality measurement, scorecards and documentation strategies.