Sr.Lead - GRC

Job Title: Senior Quality Analyst – Client Governance & QA

Location: Chennai (Offshore)
Department: Quality Assurance / Service Delivery
Reports To: Service Delivery Manager

Job Summary

The Senior Quality Analyst – Client Governance plays a critical role in managing end-to-end quality assurance for client engagements from an offshore location. This role is responsible for driving governance frameworks, ensuring SLA adherence, delivering high-quality reporting, and acting as a key liaison between offshore delivery teams and client stakeholders.

The ideal candidate brings strong experience in client-facing environments, offshore delivery models, and data-driven quality governance, with the ability to influence decisions and build client trust through insights and consistent quality performance.

Key Responsibilities:

• Conduct process audits, surveillance checks, and quality inspections
• Document findings and escalate non-conformances to relevant stakeholders
• Support root cause analysis and corrective/preventive action tracking
• Monitor and report quality metrics (e.g., compliance rate, defect trends)
• Collaborate with cross-functional teams to ensure process adherence
• Maintain audit records and contribute to QMS documentation
• Assist in training and awareness programs related to quality standards

Quality Assurance & Audit Leadership

• Lead audit programs (process audits, compliance checks) for assigned accounts
• Define and standardize audit frameworks aligned to client requirements
• Ensure closure of audit findings with sustainable corrective actions
• Conduct deep-dive QA reviews for critical client issues

Data-Driven Reporting & Insights

• Own and deliver weekly/monthly governance reports, scorecards, and dashboards
• Provide actionable insights on trends, defect patterns, and performance gaps
• Customize reporting to meet client-specific governance expectations
• Drive storytelling through data for executive-level presentations

KPI / SLA Management

• Define, track, and improve critical metrics such as:
• • SLA adherence / Service performance
  • Defect Leakage & Defect Density
  • Compliance Rate
  • Turnaround Time (TAT)
  • Customer Satisfaction (CSAT) / QA Scores

Escalation & Risk Management

• Lead RCA discussions for critical defects and client escalations
• Identify recurring issues and drive preventive action plans
• Maintain risk logs and ensure visibility to leadership and clients

Stakeholder Management

• Collaborate with Delivery, Operations, Transition, and Client teams
• Facilitate governance meetings (weekly, monthly, quarterly business reviews)
• Influence stakeholders to adopt quality improvements and process standardization

Process Improvement & Transformation

• Drive continuous improvement initiatives (Lean, Six Sigma, automation opportunities)
• Recommend process optimization to improve efficiency and reduce defects
• Support digital transformation initiatives (dashboard automation, QA tools, analytics)

Team Leadership & Mentoring

• Mentor junior QA analysts and auditors within the offshore team
• Conduct calibration sessions to ensure scoring consistency
• Build QA capability aligned to client expectations

Qualifications & Skills

Education & Certifications

• Bachelor’s degree in Engineering, Computer Science, or related field
• Six Sigma (Green Belt/Black Belt) or ISO Lead Auditor – Preferred

Experience

• 8+ years of experience in QA, auditing, or quality governance roles
• Strong experience in client-facing / offshore delivery models
• Exposure to multi-client or large account governance environments

Technical & Functional Skills

• Proficiency in Power BI / Tableau / Advanced Excel
• Experience with tools like Jira, ServiceNow, QA platforms
• Familiarity with ITIL, ISO, or industry compliance standards

Core Competencies

• Excellent client communication & presentation skills
• Strong stakeholder management and influencing ability
• Analytical thinking with strong attention to detail
• Ability to manage ambiguity and work in a fast-paced global environment
• Strong ownership and accountability mindset