KPO QA

Sr. Quality Analyst

Role Objective The Senior Quality Analyst is responsible for ensuring the accuracy, compliance, and quality of order forms and contracts processed under Googles Deal Operations workflows. The role involves performing detailed audits, identifying process gaps, driving root cause analysis (RCA), and collaborating with cross-functional teams to reduce error leakage and enhance first-pass yield. The Senior QA also mentors junior QAs and supports continuous improvement initiatives to maintain best-in-class quality standards.

Key Responsibilities

Audit & Compliance

Perform in-depth QA checks across workflows (Request Validation Form, Order Validation Form, Pre-Booking, and Post-Implementation reviews).

Validate critical deal details including units of service, pricing, contract terms, approvals, and invoicing alignment.

Conduct sanity checks for order implementation and renewal cases ensuring compliance with internal and client policies.

Perform random and targeted audits focusing on repeat or high-impact errors.

Quality Governance & RCA

Analyze audit findings to identify root causes and recommend corrective / preventive actions.

Partner with process leads and SMEs to ensure timely RCA closure and process calibration.

Track error trends, contribute to TNI (Training Need Identification), and support refresher trainings.

Maintain detailed audit logs, error repositories, and compliance documentation for governance reviews.

Stakeholder Collaboration

Provide structured feedback to operations teams to prevent repeat errors and improve quality consistency.

Support QA Leads / Managers in preparing weekly and monthly quality dashboards.

Participate in calibration sessions with internal QA peers and client-side auditors.

Collaborate with training and operations teams to align QA outcomes with business goals.

Continuous Improvement

Drive initiatives to enhance audit accuracy and reduce customer-found defects.

Support implementation of automation, sampling optimization, and AI-assisted QA tools.

Mentor new QAs, ensuring alignment with quality frameworks and scoring rubrics.

Skills & Qualifications

Bachelors degree in Business, Finance, Operations, or related field.

3 to 5 years of experience in QA, audit, or compliance in Deal Operations, Order Management, or BPO / KPO functions.

Strong understanding of order lifecycle management, deal execution, and contract compliance.

Hands-on experience with tools such as SAP, Q+, CRM, CLOUD Helpdesk, preferred. Excellent analytical skills, attention to detail, and accuracy orientation.

Proficient in written and verbal communication, with strong stakeholder management.

Effective in coaching and providing structured feedback for performance improvement.

Willingness to work in 18x7 rotational shifts.

Behavioral Competencies

Analytical Rigor Uses data and trends to identify process gaps and recommend improvements.

Accountability Ensures 100% audit accuracy and drives quality ownership within the team.

Collaboration Works closely with QA, Ops, and SME teams to enhance overall delivery quality.

Process Excellence Champions adherence to QA standards and continuous improvement.

Skills Required

QA Audit, Compliance, Order Management, Sap, Bpo, Helpdesk, Cloud, Kpo, Crm