What You'll Do
- Work with the operations team to strategize, manage day-to-day operations and oversee the workflow
- Perform end-to-end quality audits of operational cases/files to ensure adherence to defined SOPs, legal timelines and enterprise guidelines
- Drive continuous improvement initiatives to enhance First Time Right (FTR), reduce rework and improve enterprise satisfaction
- Identify process deviations, root causes and recurring error patterns; recommend corrective and preventive actions (CAPA)
- Formulate Standard Operating Procedures (SOPs) to ensure consistency in internal processes
- Conduct calibration sessions with Operations team to ensure uniform quality standards
- Support onboarding and refresher training by sharing quality insights, common errors, and best practices
- Work closely with Automation/Tech team to highlight quality gaps that can be eliminated through system validations and controls
- Provide regular reports and updates to Senior Management
Skills/Qualifications
- Minimum 3+ years’ experience in quality assurance in operations
- Bachelor’s degree in business administration, operations management or a related field
- Robust understanding of operations quality frameworks, audit methodologies and compliance standards
- Excellent analytical and problem-solving skills with ability to perform root cause analysis and trend identification
- High attention to detail and strong process orientation to detect deviations and control risks
- Previous work experience in legal / financial services / insurance industry is preferred
- Advanced proficiency in MS Excel, Google Sheets and Word (e.g., advanced formulas, pivot tables, dashboards, data validation, MailMerge, etc.)
- High ownership, structured thinking and ability to work in fast-paced, high-volume environments
- Excellent oral and written communication skills
- Stakeholder management skills for feedback delivery, calibration and training