Job Title: Vendor Service Quality Audit Lead

Location: Noida, Sector 62

Experience: 4 - 8 Years

Job Type: Full-Time

Risebird is hiring a Marketplace Service Quality & Vendor Audit Lead to own interviewer quality audits, vendor compliance, product and service quality, and marketplace service delivery. The role leads 510 QC Auditors/Executives and is accountable for audit accuracy, team productivity, SLA compliance, and timely delivery.

Key Responsibilities

- Interviewer Quality Audits: Lead Interview Report, Trial Interview, IRF, and interviewer performance audits.
- Three-Layer QC: Monitor Report QC, Skill Channel QC, and Overall Interviewer Profile QC.
- Vendor Compliance: Audit Video KYC, video-on policy, employment status, acknowledgements, and selection/rejection patterns.
- Service Quality: Track no-shows, late joins, report quality, client complaints, and delivery failures.
- Risk Management: Investigate red markers and P0 to P5 incidents; implement corrective actions.
- Product Quality: Identify platform-related service issues and coordinate with Product, Technology, and Operations.
- Team Leadership: Manage 5 - 10 QC team members, assign targets, monitor performance,



coach underperformers, and ensure delivery.
- Quality Improvement: Drive RCA, CAPA, calibration, and vendor performance improvement.
- Reporting: Maintain audit dashboards, scorecards, SLA reports, and management MIS.

Required Skills & Experience

- 4 - 8 years in BPO/KPO Quality, Marketplace Quality, Vendor Audits, or Service Quality Operations.
- Mandatory experience managing 5 - 10 team members with direct accountability for their performance and delivery.
- Solid knowledge of quality audits, SLA management, RCA, CAPA, compliance, and performance monitoring.
- Proficiency in Excel, MIS reporting, quality dashboards, and stakeholder management.

Key Performance Expectations

- Meet daily audit targets with high audit accuracy and timely escalation closure.
- Reduce recurring interviewer quality failures, customer complaints, and service issues.
- Own team performance, compliance, productivity, and service delivery outcomes.

Important: Hands-on leadership role. Candidates without quality audit and team management experience will not be preferred.

📌 Vendor Service Quality Audit Lead (Noida)
🏢 Risebird
📍 Noida