Senior Quality Associate

The Quality team collaborates closely with Operations, Product, and Client Services to ensure scalable, high-quality execution across workflows. The focus is on defect reduction, process optimization, and continuous improvement, particularly within revenue cycle and operational processes.

• Conduct end-to-end quality audits across multiple workflows and processes
  
• Perform deep-dive quality analysis to identify trends, risks, and improvement areas
  
• Ensure adherence to defined quality standards and SOPs
  

• Identify systemic quality issues across user, process, and system levels
  
• Perform advanced root cause analysis (RCA) using structured methodologies
  
• Recommend actionable solutions to eliminate recurring defects
  

• Drive Corrective and Preventive Actions (CAPA) with measurable outcomes
  
• Monitor effectiveness of implemented solutions and ensure sustainability
  
• Lead initiatives focused on continuous quality improvement
  

• Define, track, and report key quality KPIs such as:
  • Accuracy rate
    
  • Defect rate
    
  • First Pass Yield (FPY)
    
  • Rework percentage
    
• Generate data-driven insights using reporting tools and dashboards
  

• Collaborate with Operations, BPO teams, and cross-functional stakeholders
  
• Influence teams to improve performance, accountability, and quality adherence
  
• Drive audit-to-action closure and ensure timely resolution
  

• Lead calibration sessions and quality governance meetings
  
• Ensure strong audit documentation, compliance, and process governance
  
• Maintain adherence to internal and external quality standards
  

• Identify opportunities for process standardization and workflow optimization
  
• Leverage data analytics and AI tools to enhance quality insights
  
• Support digital transformation and automation initiatives
  

• Strong knowledge of quality frameworks and methodologies (Six Sigma, Lean, CAPA)
  
• Proficiency in data analysis tools (Excel, Power BI, SQL preferred)
  
• Familiarity with AI-driven quality tools and reporting systems
  

• Strong analytical thinking and RCA capabilities
  
• Ability to interpret complex data and derive actionable insights
  

• Excellent verbal and written communication skills
  
• Ability to influence stakeholders and drive change
  
• Strong presentation and facilitation skills
  

• Experience in process mapping, SOP creation, and workflow optimization
  
• Strong understanding of quality metrics and performance management