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. Key Responsibilities Quality Assurance & Audits 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 Root Cause Analysis & Problem Solving 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 CAPA & Continuous Improvement Drive Corrective and Preventive Actions (CAPA) with measurable outcomes Monitor effectiveness of implemented solutions and ensure sustainability Lead initiatives focused on continuous quality improvement Performance Metrics & Reporting 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 Stakeholder Management 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 Governance & Compliance Lead calibration sessions and quality governance meetings Ensure strong audit documentation, compliance, and process governance Maintain adherence to internal and external quality standards Process Improvement & Innovation Identify opportunities for process standardization and workflow optimization Leverage data analytics and AI tools to enhance quality insights Support digital transformation and automation initiatives Requirements Technical Skills 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 Analytical & Problem-Solving Strong analytical thinking and RCA capabilities Ability to interpret complex data and derive actionable insights Communication & Leadership Excellent verbal and written communication skills Ability to influence stakeholders and drive change Strong presentation and facilitation skills Process & Operational Excellence Experience in process mapping, SOP creation, and workflow optimization Strong understanding of quality metrics and performance management