CBTS
Website:
cbts.com
Job details:
Job Title: Senior Quality Analyst
Location: Chennai (Hybrid)
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
📩 Interested candidates can share their resumes at hemamalini.dhanasekaran@cbts.com
Click on Apply to know more.