Lead, Quality Assurance

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Roles and Responsibilities

• Governance, Framework, and Planning
• Own and maintain the QA framework for assigned business line(s) and/or partner(s), including sampling methodology, scoring rubrics, audit templates, and QA guidelines, in alignment with CX Quality Assurance Policy and TQM framework.
• Define and periodically refresh risk-based QA coverage (what to audit, how often, and at what depth) based on ticket volume, product risk, regulatory exposure, customer impact, and vendor performance.
• Lead regular calibration sessions with QA Analysts, Team Managers, Operations supervisors, and vendor QA to ensure scoring consistency, fairness, and alignment to standards...