Quality Team Lead - Performance Assurance- Ahmedabad, India

We are looking for an experienced and driven Quality Team Lead- Performance Assurance based in Ahmedabad, India to ensure the highest standards of process quality, internal controls, and continuous improvement across the GBS organization.

In this role, you will drive the standardization, automation, and continuous improvement of performance reporting across all GBS service lines. The role provides actionable insights to support operational decision-making, identifies opportunities for performance improvement, and leverages AI and automation technologies to increase efficiency and business value.

Responsibilities:

Develop and maintain automated performance reporting across all service lines.

Analyze operational, quality, and customer satisfaction data to identify trends, risks, opportunities, and actionable insights.

Support performance governance forums through the preparation of reports, analysis, and tracking of improvement actions.

Define, maintain, and monitor key performance and quality metrics.

Manage and analyze customer satisfaction (CSAT) data, providing recommendations to improve service outcomes.

Identify opportunities for process optimization, automation, and AI adoption to enhance operational performance.

Gather business requirements and develop structured business requirement documents (BRDs) for automation and AI initiatives.

Support the implementation of AI-powered and automation solutions by defining business requirements, validating use cases, coordinating with technical teams, and measuring business benefits.

Lead or support performance improvement initiatives, using data to drive measurable business outcomes.

Maintain performance documentation, reporting standards, and process knowledge to ensure consistency and governance.

Coordinate and monitor the GBS Knowledge Management framework by tracking SOP review and recertification compliance, following up with service lines to ensure SOPs remain accurate and up to date, and ensuring annual employee knowledge recertifications are completed in line with established requirements.

Build and maintain simple AI-powered automation solutions using approved enterprise tools (preferred).

Be Part of an Extraordinary Story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.

Join us as we dare to achieve what's never been done before. Together, everything is possible.